Senior Service Designer

Job Overview

Intuit is transforming from a software company into an AI-driven expert platform — connecting small and mid-market businesses with a powerful combination of intelligent tools and human expertise to help them grow, save time, and make better financial decisions. At the core of this strategy is connecting customers to a virtual team of AI agents and AI-enabled human experts, creating done-for-you experiences that automate everyday tasks, manage complex workflows, and solve challenges before they arise.

We’re looking for a Senior Service Designer to help shape the human side of this transformation. In this role, you’ll design the customer and expert experiences that make Intuit’s AI-driven services work in the real world — spanning small business and mid-market needs across product support and onboarding. You’ll define target-state service blueprints, align cross-functional teams, and ensure that the experiences we deliver are cohesive, scalable, and genuinely valuable to the businesses and experts who depend on them. The ideal candidate brings a strong track record in end-to-end service design, thrives in complex and ambiguous environments, and is energized by the opportunity to shape services at a company operating at the intersection of AI and human expertise.

 

Responsibilities

• As a Senior Service Designer, you facilitate and deliver work autonomously. You bring subject-matter expertise and a clear point of view on how service design creates value.
• Lead the scoping, planning, and delivery of service design projects across small business and mid-market customer segments, ensuring alignment with strategic business goals
• Design experience and ecosystem maps, user journeys, service blueprints, interaction models, process flows, and prototypes that bridge customer-facing and back-office workflows
• Define target-state service models that enable consistent expert performance across customer value segments — from digital-first self-resolution to high-touch premium support
• Clearly articulate end-to-end service experiences to teams across the organization to achieve broad understanding, buy-in, and alignment
• Identify common patterns and behaviors across services and use that knowledge to create durable, reusable solutions that scale across segments and business units
• Apply strategic thinking to define a vision and horizons for projects, connecting tactical execution to broader business objectives including retention, time to resolution, and customer lifetime value
• Foster strong cross-functional relationships with research and design teams and partners across product management, customer success, operations, and service delivery
• Champion service design methodologies, embedding best practices and continuously adapting new approaches for improvement
• Leverage AI tools — including Claude, Gemini, ChatGPT, Figma Make, and others — to accelerate and enhance your work

 

Qualifications

• Minimum of 5 years of professional experience in service design, customer research, product design, or a closely related field, or equivalent practical experience
• Bachelor’s or higher degree in Design, HCI, or related field, or equivalent practical experience
• A compelling portfolio that demonstrates expertise in designing scalable and effective service experiences across customer and expert journeys
• Demonstrable experience with design thinking and human-centered design principles and methodologies
• Strong ability to lead end-to-end service design processes, including design research, alignment workshops, and experience mapping across complex, multi-system environments
• Ability to facilitate workshops and co-creation sessions effectively, tailoring your style to a variety of audiences and needs
• Experience managing multiple priorities, objectives, and stakeholders, with a proven track record in strategic project delivery
• Excellent communication and presentation skills, with the ability to clearly articulate service design vision and strategy to senior stakeholders
• Proficiency in design and prototyping tools such as Figma and collaboration tools like Miro, Mural, or FigJam
• Comfortable working in a fast-paced, multi-faceted environment with the ability to juggle multiple projects and manage time efficiently
• Hands-on experience prompting and using AI tools such as Claude (chat, code and cowork), Gemini, ChatGPT, Figma Make, and others as part of your daily workflow. This is a requirement, not a nice-to-have

PREFERRED QUALIFICATIONS

• Experience designing for small business and/or mid-market customers across multiple products and services, including retention, onboarding, and product support
• Familiarity with data-driven design approaches and using analytics to inform service design decisions, including metrics such as Time to Resolution, multi-contact rate, and Time to First Value
• Experience working across sales, customer success, and operations teams to understand and design for the full customer lifecycle from acquisition through retention
• Background in SaaS, fintech, or financial services a plus