{"id":3846647,"url":"https://alion.io/job/intuit-principal-service-designer","title":"Principal Service Designer","company":{"id":16628,"name":"Intuit","domain":"intuit.com","url":"https://alion.io/company/intuit","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Radancy","truth_index":{"grade":"B","score":77,"open_postings":45,"ghost_share":0,"stale_share":0.911,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Design","role_family":"Design","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Diego, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":222500,"max":301000,"currency":"USD","period":"year","gross":null,"usd_annual":301000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"QuickBooks","optional":false}],"status":"live","first_seen_at":"2026-11-06T01:00:35Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-12T13:02:32Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The opportunity\nIntuit Customer Success is solving the customer support experience across every segment we serve: a Consumer in Credit Karma or TurboTax wants a fast fix, a Small Business owner in Quickbooks needs someone who sees their whole setup, and a Mid-Market or Enterprise Accountant carries a much higher cost when something goes wrong, since one issue can ripple across all their relationships. Today, ownership gets lost between Case Management and CRM, context does not travel with the customer, and cases bounce between teams before anyone owns them end to end.\nThis Principal Service Design role designs one coherent resolution model across that full spectrum, from a five-minute self-serve fix to a coordinated response for an account with a lot on the line. You will sit inside live initiatives, work directly with the people running support day to day, and ship changes customers feel in weeks.\nWhat you will do\nOwn end-to-end research and design of the resolution experience across Consumer, SMB, Mid-Market, and Enterprise, building the current-state baseline, moments that matter, and future-state blueprint for each segment rather than assuming one model fits all.\n\nDesign how ownership, escalation, and handoffs work across Case Management and CRM, so a customer's history travels with them instead of being rebuilt by every new person on the case.\n\nDesign for wide-blast-radius events (an outage, a billing error, a platform issue) that hit many accounts at once and need a different response than a one-off case.\n\nPartner with data science and support operations to turn patterns from real cases into durable changes in how work is routed and owned.\n\nUse AI daily as a working practice: pattern-finding across large volumes of case data, rapid prototyping, and accelerating the path from raw signal to decision-ready insight.\n\nMake the evidence-backed case, in reviews and in the work itself, for why this model deserves a durable team rather than a one-time project.\n\nWhat we're looking for\n10+ years designing complex service experiences end to end, ideally in support, operations, or customer success, with working fluency across service design (blueprinting, journey mapping, artifact chains), UX (research synthesis, concept testing), and CX (what actually moves CSAT, NPS, and effort scores).\n\nWorking knowledge of how Case Management and CRM systems shape a customer's experience, and judgment for when the fix is process versus system.\n\nComfort with ambiguity in a fast-moving, still-forming org.\n\nThe ability to turn a messy, cross-functional problem into a model a frontline expert and an executive can both understand.\n\nBachelor's degree required, in Design, HCI, Human Factors, or related field. Master's a plus.\n\nLevel and scope\nPrincipal-level IC. You'll operate with the scope of a senior leader, working directly with executive sponsors and representing this pillar externally, without formal people management. This role directly exercises Intuit’s Design Craft bar: AI-first delivery, end-to-end craft authority spanning multiple business units, and cross-functional collaboration on ambiguous, organization-spanning problems.\nResponsibilities\nWhat you will do\nOwn end-to-end research and design of the resolution experience across Consumer, SMB, Mid-Market, and Enterprise, building the current-state baseline, moments that matter, and future-state blueprint for each segment rather than assuming one model fits all.\n\nDesign how ownership, escalation, and handoffs work across Case Management and CRM, so a customer's history travels with them instead of being rebuilt by every new person on the case.\n\nDesign for wide-blast-radius events (an outage, a billing error, a platform issue) that hit many accounts at once and need a different response than a one-off case.\n\nPartner with data science and support operations to turn patterns from real cases into durable changes in how work is routed and owned.\n\nUse AI daily as a working practice: pattern-finding across large volumes of case data, rapid prototyping, and accelerating the path from raw signal to decision-ready insight.\n\nMake the evidence-backed case, in reviews and in the work itself, for why this model deserves a durable team rather than a one-time project.\n\nQualifications\nWhat we're looking for\n10+ years designing complex service experiences end to end, ideally in support, operations, or customer success, with working fluency across service design (blueprinting, journey mapping, artifact chains), UX (research synthesis, concept testing), and CX (what actually moves CSAT, NPS, and effort scores).\n\nWorking knowledge of how Case Management and CRM systems shape a customer's experience, and judgment for when the fix is process versus system.\n\nComfort with ambiguity in a fast-moving, still-forming org.\n\nThe ability to turn a messy, cross-functional problem into a model a frontline expert and an executive can both understand.\n\nBachelor's degree required, in Design, HCI, Human Factors, or related field. Master's a plus.\n\nLevel and scope\nPrincipal-level IC. You'll operate with the scope of a senior leader, working directly with executive sponsors and representing this pillar externally, without formal people management. This role directly exercises Intuit’s Design Craft bar: AI-first delivery, end-to-end craft authority spanning multiple business units, and cross-functional collaboration on ambiguous, organization-spanning problems.\nIntuit 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 Intuit®: Careers | Benefits). 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.\n The expected base pay range for this position is:San Diego $222,500 - $301,000\nMountain View, CA $239,000- $323,000","description_format":"text","description_chars":6108,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Personal Finance Apps & Education","Accounting & Tax Software","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-11-06T01:00:35Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 719 · green card filings: 199","filings_12m":719,"filings_prev_12m":718,"green_card_filings_12m":199,"median_offered_wage_usd":177081,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":15}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":45,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":301000,"is_top_pay":true},"html_url":"https://alion.io/job/intuit-principal-service-designer","json_url":"https://alion.io/job/intuit-principal-service-designer.json","meta":{"generated_at":"2026-11-12T16:23:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34302,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16628},"rest":"https://alion.io/mcp/rest/get_company?id=16628"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintuit-principal-service-designer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintuit-principal-service-designer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintuit-principal-service-designer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intuit-principal-service-designer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintuit-principal-service-designer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3846647}},{"tool":"search_jobs","arguments":{"company":"intuit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3846647},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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