Customer Relationship Survey Manager

Job Overview

About Intuit:

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with TurboTax, QuickBooks, Credit Karma, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.   

Job Summary:

The Customer Relationship Survey Manager (rNPS Focus) at Intuit will be the primary driver for understanding and improving overall customer loyalty through the strategic management of relational Net Promoter Score (rNPS) surveys. This role is crucial in capturing and analyzing customer sentiment regarding their overall relationship with the company, providing actionable insights to enhance customer loyalty and advocacy across our diverse product ecosystem. You will collaborate closely with product, marketing, customer care, and data science teams to ensure rNPS data fuels customer-centric improvements and reinforces Intuit's commitment to customer obsession.

Responsibilities

• rNPS Survey Strategy and Design:
• Develop and execute the strategic roadmap for Intuit's relational Net Promoter Score (rNPS) program.
• Design and optimize rNPS surveys to accurately measure overall customer loyalty and identify key drivers of promoter and detractor sentiment.
• Collaborate with stakeholders to define rNPS survey objectives, target audiences, and key performance indicators (KPIs) aligned with Intuit's overall customer experience goals.
• Ensure rNPS surveys are optimized for user experience and effectively capture relevant customer feedback across various touchpoints.
• rNPS Survey Implementation and Management:
• Manage the end-to-end rNPS survey process, from distribution through various channels (in-product, email, mobile) to data collection, ensuring a seamless customer experience.
• Monitor rNPS survey response rates, identify potential issues, and implement strategies to maximize participation and ensure representative samples.
• Utilize Intuit's survey platforms and tools (e.g., Qualtrics, internal tools) to automate rNPS survey distribution, manage data, and generate real-time insights.
• Ensure data integrity and compliance with Intuit's data privacy and security policies.
• rNPS Data Analysis and Reporting:
• Analyze rNPS data using statistical methods and data visualization tools (e.g., Tableau, Power BI) to identify trends, patterns, and key drivers of customer loyalty.
• Develop and present clear, concise, and actionable rNPS reports and dashboards to stakeholders, highlighting key insights and recommendations.
• Conduct root cause analysis to understand the "why" behind rNPS scores and identify opportunities for process and product improvements.
• Develop relationships across key survey types within Intuit to derive actionable insights
• Leverage Intuit's data ecosystem to integrate rNPS data with other customer data sources for a holistic view of customer relationships.
• rNPS Stakeholder Collaboration:
• Partner with cross-functional teams (product, marketing, customer care, data science) to ensure rNPS data is integrated into product roadmaps, marketing strategies, and customer support initiatives.
• Present rNPS findings and recommendations to senior leadership, influencing decision-making and driving customer-centric improvements.
• Provide training and guidance to teams on how to leverage rNPS data to enhance customer loyalty and achieve business goals.
• Work closely with customer care teams to improve customer support workflows and knowledge base content based on rNPS feedback.
• rNPS Continuous Improvement:
• Stay abreast of industry best practices and emerging trends in rNPS methodologies and customer loyalty measurement.
• Continuously evaluate and improve rNPS survey processes, tools, and methodologies to ensure they remain effective and relevant.
• Implement feedback loops to ensure rNPS results are used to drive ongoing improvements and foster a culture of customer obsession at Intuit.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $179000 - 242500, Southern California $150500 - 204000. This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• Bachelor's degree in marketing, business, statistics, or a related field; Master's degree preferred.
• 7 + years of experience in customer survey management, market research, or a related role, with a strong emphasis on Net Promoter Score (NPS) methodologies.
• Proven experience in designing, implementing, and analyzing rNPS surveys at scale.
• Strong analytical and problem-solving skills, with the ability to interpret and present complex data to diverse audiences.
• Proficiency in survey platforms and tools (e.g., Qualtrics, SurveyMonkey) and data visualization tools (e.g., Tableau, Power BI).
• Excellent communication and presentation skills. Data story-telling skills to be able to effectively communicate insights and recommendations to stakeholders at all levels.   
• Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced environment.
• Experience with CRM systems and customer data platforms.
• Familiarity with Intuit products and services is a plus.
• Deep knowledge of statistical analysis, and NPS best practices.