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Job Details

2020-16443 -

Digital Delivery, Interactive Virtual Assistant Conversation Designer/Writer

Location(s): Mountain View, California - Tucson, Arizona
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Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Come join the Small Business Self Employed Group Digital Delivery team as an Interactive Virtual Assistant (IVA) Conversation Designer/Writer. Intuit’s Digital Delivery organization works to provide customers with self-service resources that inspire confidence, create connections, and bolster business growth. As a Conversation Designer/Writer for our Interactive Voice Assistant, you will work to design, build, deploy, and optimize self-help solutions in our voice channels. If you have a commitment to excellence, a desire to delight customers and a passion for disruption and innovation, we’d love to hear from you!

What you'll bring

  • Bachelor’s degree (preferable disciplines: information technology, computer science, or management information systems)
  • Customer-obsessed with a passion for delivering incredible customer experiences
  • Exceptional design writing and editing skills. Proven ability to author supportive and engaging content for conversational AI and voice channels, using conversational design best practices.
  • Strong technical proficiency with ability to effectively diagnose, troubleshoot, and resolve issues. Can build and implement solutions in CUI authoring tools.
  • Strong analytical skills with ability to synthesize multiple data sources, detect themes, and identify root causes. Translates findings into meaningful business opportunities. Strong ability to quantify the impact of proposed or implemented changes. Can effectively monitor and analyze performance trends over time. Effectively visualizes and communicates data with audiences at all levels of the organization.
  • Strong business acumen with the ability to scope, organize, and manage work effectively. Can build and maintain partnerships with dependent teams and effectively navigate and influence across varied audiences. Strong storytelling, presentation, and communication skills.
  • Ability to develop and communicate technical and business requirements, business cases and other findings at all levels within an organization.
  • Specific experience with Conversation Designer, Salesforce, Amazon Connect or other CUI authoring tools preferred

How you will lead

  • Design, author, and build new IVA voice conversations in Intuit’s Conversation Designer tool. Ensure conversations leverage consistent brand and voice & tone to inspire customer confidence.
  • Maintain and update existing IVA conversations. Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected. Validate new feature integrations.
  • Leverage customer data to identify pain points and opportunities to improve experiences. Document consumable insights to influence change to IVA experience and socialize with key stakeholders and executive audiences
  • Define and track KPIs, complete health monitoring, and derive insights from performance data. Identify and implement improvements to drive cost reduction and increased effectiveness
  • Design and implement experiment plans. Measure performance of experiments, capture insights, and socialize with key stakeholders and executive audiences
  • Conduct customer research, develop and maintain rich knowledge of customer needs and product workflows to inform conversation design and development
  • Develop and foster relationships across partnered teams to optimize delivery of solutions for customers.
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
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Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
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Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Breaunna Intuit employee
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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