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VP, Design - Virtual Expert Platform
Intuit is a global platform company that is on a mission to power prosperity around the world for consumers and businesses. Across our leading brands - Turbo Tax, Credit Karma, QuickBooks, and Mailchimp - Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and business ecosystem. Intuit is known for its innovation track record, customer centricity, and its consistent recognition as a top place to work.
Intuit Customer Success (ICS) is evolving from a traditional support function into a core growth and experience engine for Intuit. As part of our AI-powered, services-led platform strategy, ICS orchestrates advanced AI capabilities and human expertise to deliver "done-for-you" experiences that drive revenue growth, deepen customer confidence, and strengthen long-term retention across the Intuit ecosystem. Powered by the world's largest expert network and the Virtual Expert Platform (VEP), we are embedding AI + HI directly into the customer journey to create a durable competitive advantage.
The Opportunity
We are seeking an innovative, AI-native VP of Design to provide executive leadership across ICS and VEP - the organization shaping how AI and human expertise work together to power a multi-billion-dollar services ecosystem and unlock an incremental $10B growth opportunity for Intuit.
This leader will ensure that our capabilities are delivered as a coherent platform while enabling high-impact, end-to-end service experiences through world-class service design. You will lead an integrated design organization spanning platform product design and service design-along with research, design technology, operations, and design labs - aligning platform capability development, embedded service experiences, and go-to-market strategy into a unified system that drives adoption and growth.
This isn't just a leadership role; it is an opportunity to architect the future of AI-powered, expert-driven financial services and redefine how millions of customers access trusted expertise by leading the platform design for the intersection of AI + HI.
Responsibilities
What You'll Do
This is a high-impact executive role where you will own the end-to-end design strategy for our global expert and customer experiences.
- Platform Product Design: Lead the design for the core capabilities used widely across the Intuit ecosystem by both customers and experts.
- Service Design Enablement: Orchestrate complex, end-to-end service journeys that connect consumers, small businesses, and accountants with experts in real-time. Drive service design across ICS to ensure AI and HI (Human Intelligence) experiences are cohesive, scalable, and effective across virtual and embedded models.
- Vision & Strategy: Champion a bold, long-term vision for customer and experience experiences.
- Design at Scale: Lead a massive design organization in building component libraries and design systems that power innovation across all Intuit offerings.
- ICS Expert Studio Oversight: Oversee the Expert Studio that supports service adoption, business growth, and deep customer understanding.
- Influence & Partner: Act as a strategic partner to key stakeholders across every segment of Intuit, balancing short-term execution with long-term Design-driven innovation.
- Cross-Functional Leadership: Partner closely with Product, Engineering, and ICS leaders to define strategy and deliver end-to-end (E2E) experiences.
- Inspire and Coach: Lead and grow a high-performance culture of designers, fostering a culture of innovation, creativity, accountability, and continuous improvement.
- Platform Adoption: Measure the usability and effectiveness of VEP-powered experiences embedded across Intuit products.
- Growth Outcomes: Drive increased customer engagement, confidence, and adoption of expert-led services.
- AI + HI Effectiveness: Improve customer resolution rates and expert productivity through optimized AI-powered workflows.
- Experience Quality: Deliver measurable improvements in clarity and consistency across all ICS service journeys.
We are looking for a dynamic, passionate leader who can thrive in a fast-paced, complex environment.
- Platform Leadership: Deep experience designing and scaling end-to-end platform experiences that connect multiple products into a unified ecosystem, anchored by strong design systems.
- Service Design: Lead service design experiences, tying together the entire ecosystem and all the invisible strings that make a customer's experience work.
- Design Craft & Holistic Design Approach: You bring a passion for design excellence, valuing interaction, visual, content, motion, and research - and know how to unify them into cohesive systems.
- Customer-Obsession: You anchor strategy in customer needs and outcomes, balancing vision with measurable impact.
- Strategic Leadership & Influence: Comfortable influencing across all levels of the organization with both, well-informed perspectives.
- AI & Conversational Mastery: Familiarity with web, mobile, and conversational technologies and how they impact the feasibility of AI-driven design solutions.
- Strategic Storytelling: Masterful ability to visualize complex concepts and articulate a strategic vision that inspires developers, partners, and customers alike.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: $338,000.00 - $457,500.00
