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Job Details
2024-55049 -

Director, Business Data Analytics

Location(s): Mountain View, California; San Diego, California
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, 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 Overview

SBSEG Customer Success has an exciting opportunity to be part of the executive leadership team that plays a critical role in driving growth across our SBSEG Ecosystem and delivering world class E2E experiences for our customers leveraging our business intelligence and voice of our customer to identify the moments of truth that matter most where we can also use our insights to fuel growth opportunities.

The Customer Success Data Analytics and Voice of Customer (VOC) Insights team is responsible for providing valuable insights and influencing actions that optimize our customer experiences and operational practices, drive efficiencies and deliver growth outcomes for the business through our VOC listening posts and customer behavior both inside and outside the product across their lifecycle on our platforms.  This team shapes how we execute across our business priorities and Customer Success KPIs, leveraging voice-of-customer listening posts and deep analysis of our digital and assisted interactions.

We are looking for an intellectually curious and proactive leader with a proven track record of leading transformation in customer experience led crafts and building a high-performance culture by transforming our practices to be data and customer insight driven.  The ideal candidate will also have a passion for operationalizing data-driven insights into action through influencing the velocity and quality of learnings, while demonstrating a problem-solving and extreme ownership mindset.

Qualifications

  • Craft knowledge in customer experience analytics with known methodologies and industry tools (i.e. Gainsight, Qualtrics, Medallia, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights, enhance customer service strategies, and drive improvements in business performance such as quality, revenue and expense.
  • Ability to access and manipulate data stored in relational databases and lead teams of data analysts and data warehouse personnel. Experience with machine learning techniques and experience with predictive modeling are preferable.
  • Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
  • Proficient understanding and application of advanced analytic techniques and modern tools and proficiency in data analysis and visualization tools (Python, SQL, R, Tableau, or similar tools.
  • Solid ML and GenAI experience, using these advanced skill sets to extract value from large datasets of unstructured text and speech data
  • Strong understanding of experimentation, with the ability to lead a cross-functional team to test hypotheses to help drive real customer and business benefit across consumer and expert populations
  • Ability to influence and drive business strategy across an enterprise organization as a result of analytical insights
  • Proven track record of developing a high performance team and growing talent and collective impact of a team
  • Ability to communicate and influence at all levels of a matrixed organization including simplifying insights and complex concepts into customer backed narratives
  • Ability to pivot and adapt team strategy and resourcing according to evolving business needs
  • Desire to “roll up the sleeves” and get into the heart of the business drivers on a portfolio of KPIs to support customer success strategies
  • Track record of extreme ownership and accountability
  • Familiarity and experience working with customer success, tax, or accounting domains

Responsibilities

  • Lead the teams that manage: Customer Experience (CX) and Voice Of Customer (VOC) Insights and survey and data infrastructure, reporting and analysis supporting the performance of SBSEG Customer Success Digital and Assisted experiences.
  • Responsible for accelerating data driven hypothesis based insights that enable identifying opportunities to improve customer experiences due to product or usability friction through VOC insights, reducing cost to serve through improving speed to benefit for experts and customers and helping prioritize opportunities to drive growth through CS channels
  • Identify growth opportunities (retention, conversion, ecosystem attach and revenue opportunities) and operationalize how we will maximize the insights from our Customer Success VOC, digital, social and community listening posts with our customer data
  • Steer critical business decisions by leveraging insights from our customers and customer behaviors in and out of product to answer complex business questions and help
  • Be the steward for continually evaluating internal and external industry best practices for methodologies on measuring customer experiences, lead and lag indicators
  • Engage and connect dots with business partners to align on common understanding of the moments of truth that matter most in the E2E customer Experience to inform PD and PM prioritization and resourcing
  • Collaborates with other data leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and lead the development of measurement frameworks for CX
  • Defining, establishing, and documenting standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
  • Guide and inspire the teams around CX best practices, and evangelize strategic use of qualitative and quantitative insights to increase customer advocacy throughout the entire organization
  • Target setting, monitoring, analysis and creating requirements for the data infrastructure for SBSEG’s Customer Success KPIs and performance
  • Drive process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations; Continually look at the environment to challenge our assumptions around new sources of data, tools, talent, potential partners, etc.

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 $257,500 - 348,000, Southern California $251,500 - 340,500. 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.

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Morag Intuit employee
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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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Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
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
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
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
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
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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."

Hear from our employees

Conrad De Peuter

Senior Data Scientist - Machine Learning Futures Group

Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.

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