Principal CX Strategy Leader (AI)

TL;DR

Principal CX Strategy Leader (AI): Designing and launching AI-enabled onboarding service models for mid-market financial software with an accent on scaling service efficiency and improving customer retention. Focus on translating AI/ML product roadmaps into actionable service strategies and driving executive-level decisions to transform the customer experience.

Location: Must be based in Atlanta, GA; Mountain View, CA; or San Diego, CA

Company

hirify.global is a global financial technology platform powering prosperity for 100 million customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Design the AI-enabled service model to determine where AI leads, augments, or requires human intervention.
• Lead the end-to-end strategic onboarding vision for mid-market customers from first touch to retention.
• Quantify the impact of AI-enabled service offerings on cost-to-serve, time-to-value, and feature adoption.
• Partner with Product, AI/ML, and design teams to integrate service strategy into the product roadmap.
• Run rapid pilots and experiments to scale successful service models and drive measurable retention gains.

Requirements

• Must be based in or able to work from Atlanta, GA; Mountain View, CA; or San Diego, CA.
• Proven experience designing and launching customer experience programs or AI-enabled product capabilities.
• Strong quantitative and analytical foundation with the ability to model second-order business effects.
• Executive presence with the ability to synthesize complex data into narratives for VP/SVP-level stakeholders.
• Ability to hold technical conversations with ML and product leaders regarding AI capabilities.
• Bachelor's degree in a business, technical, or science discipline.

Nice to have

• MBA or advanced degree.
• Experience with Financial Management Software such as QuickBooks, Sage Intacct, or NetSuite.

Culture & Benefits

• Competitive compensation package with strong pay-for-performance rewards.
• Eligibility for cash bonuses and equity rewards.
• Commitment to fair pay through regular comparisons across ethnicity and gender.
• Opportunity to work on high-impact, strategic growth programs for a global software platform.