Director of Data & Analytics, Intuit Customer Success

Job Overview

At Intuit, we are going beyond DIY products into providing TurboTax and Quickbooks service offerings for DIWM (Do It With Me) and DIFM (Do It For Me). We are building an AI-based Expert Platform to deliver services to millions of customers ensuring delight and operational excellence at scale. To fuel the rapid scaling and growth of the expert platform, a critical building block is the maturity of product analytics to guide development and experimentation of capabilities for Experts, Operators, and Managers. As leader for Data and Analytics, you will drive critical cross-functional data-driven strategies across product, services, operations, as well as strategies for data-by-design at the sources. You will be spearheading data-driven learning and experimentation for business problems related to scaling services, growing and retaining customers, attracting and growing experts. Also, this role will drive collaboration with Data Science/AI teams to apply Intuit AI solutions for accelerating the Customer

Responsibilities

• Drives strategic cross-Intuit partnerships to design and drive high-quality product analytics by leveraging existing data platform capabilities. Collaborates with a matrix team to drive the e2e lifecycle of Customer Success products, services, operations.
• Drives strategic thinking to build platform capabilities supporting experts, operators, service delivery managers based on critical service delivery attributes.Partners with cross-functional stakeholders to better understand and create a single, accurate view of these users across the various Customer Success functions to make data-driven decisions.
• Develops and grows an exceptional team of technical data analysts, business data analysts, and data scientists; prioritizes the team’s work to maximize effectiveness and impact both at the individual and team level.
• Represents data and analytics function on cross-functional engineering and business leadership team and provides/inspires data-driven change around customer delight and operational excellence.
• Drives data maturity for running the day-to-day operations for scheduling, demand forecasting, capacity planning, schedule adherence and the operations command center. Additionally, data maturity for Expert Networks management requires timely expert lifecycle analysis, coaching and performance mgt.
• Develops strong cross-Intuit partnerships with Analytics, AI, Data Engineering teams to accelerate data outcomes by driving consistent and high-quality data and metrics across DataLake, DataMarts, and support for real-time events.
• Collaborates with other analytics teams on the full cycle of iterative big data exploration, including hypothesis formulation, algorithm development, data cleansing, testing, insight generation/visualization, and action planning. Pursues full-stack data quality, troubleshoots data validation, and sees issues to resolution.
• Provides guidance and support to business leaders and stakeholders on how best to harness available insights in support of critical business needs and goals.
• Builds a high performing organization that leans into the future skills of analytics capabilities and solutions to actively develop the next layer of leaders to help identify and drive forward future business opportunities. Engages in boundaryless leadership across Intuit.

Qualifications

• 15+ years of experience working in product analytics. A combination of strong business acumen, data lifecycle development, and ability to iteratively mature data to drive higher order analytics and AI use-cases.
• 5-8 years experience managing business data analysts with a proven track record of building high-performing data teams.
• A great storyteller and communicator and can build relationships with a diverse set of stakeholders, including both technical and non-technical colleagues.
• Ability to manage complex, cross-functional projects end-to-end and drive organizational change via both clarity of strategy and executional rigor
• Proficient in analytics tools and patterns with an understanding of modern data stack trends.