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Job Details
2021-25681 -

Director, Data & Analytics, Customer Success

Location(s): San Diego, California; Mountain View, California
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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, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Overview

Revolutionizing Operations to enable the AI Expert Driven Platform:

At the center of any great services organization is an operations strategy and function that can help drive sustainable growth with speed, certainty and security.  Amazon, FedEx, and even UPS come to mind as large-scale companies that fuel operational excellence to power amazing customer experiences. And that’s our aspiration. To achieve this same level of scale and growth, we must also revolutionize our operations organization; investing in data and tech-led capabilities to realize our full potential as a platform company.

The Intuit Customer Success (ICS) Data and Analytics team has an exciting opportunity to be part of the executive leadership team that supports enabling a multi-billion-dollar services business for Intuit—by enabling decision support for where we focus our investments on a $1B expense portfolio and accelerating the velocity and quality of learnings for our Service Delivery, Expert Network and Modern Operations platform organizations.

We are looking for an intellectually curious and proactive initiative taker who has a proven track record of leading transformation and building a high-performance culture to lead our ICS Services and Operations Analytics team responsible for a 30+ person team of business analysts. Reporting to the Vice President, Modern Operations Customer Success, the Director of Analytics will be directly responsible unlocking the power of data, analytics & AI to enable best in class quality of service for over 30M assisted interactions, drive insights and monitoring of expert performance from a distributed virtual global workforce of over 50k experts across 8 external partners, professional firms and our internally sourced professionals. You will also be responsible to ensure we deliver and stay on track to hit our 1- and 3-year financial commitments through a rigorous learning plan in partnership with key business and finance stakeholders resulting in a profitable services operating margin across all segments.

Other critical decision spaces include understanding the expert lifecycle funnel from consideration to hiring to onboarding to retention and rehire, labor model testing, compensation strategies and coaching and training effectiveness. Your team will also support workforce operations to apply predictive analytics to effectively match supply and demand through accurate end-to-end capacity planning and workforce scheduling to ensure the right experts are available to assist customers at the right time. The use of AI and behavior analytics will also be critical to ensuring we can detect anomalies in the expert experience to drive delight for seams across the expert and operations handoffs in the operations workflow.

We are looking for a data-driven individual with a passion for delivering data-driven insights to fuel awesome business outcomes but most importantly unparalleled expert and customer experiences. This team will help shape how we develop, staff, manage, and execute across our many live services businesses, including TurboTax Live and QuickBooks Live, as well as support the customer success platform orgs across the rest of the Intuit product portfolio at scale.

What you'll bring

  • Proven experience leading and inspiring a high-performing data team to support growth objectives
  • Ability to communicate at all levels with both business and technology leaders, with a strong understanding of business data requirements and technology capabilities
  • Understanding of advanced analytic techniques and modern tools
  • Experience working with analytic solutions and the science behind them, either as a provider of these solutions or as a client that uses them
  • Proven experience in a leadership role managing the analytic portfolios across multiple vertical markets and geographies
  • Familiarity with the trends and opportunities in the big data and MarTech space
  • Experience in unlocking the power of data within an Agile development environment
  • Desire to “roll up the sleeves” and get into the heart of the business drivers on a $1B portfolio of investments to support customer success strategies
  • Familiarity and experience working with customer success, tax, or accounting domains
  • Demonstrable ability to work across a global matrix and ability to put strong communication, leadership and influencing skills to work

How you will lead

  • Operate as a thought partner with a clear vision on the impact of data driven hypothesis led insights to the Customer Success segment leads across Consumer Group, PCG and Small Business (SBSEG), TurboTax Live, and QuickBooks Live and BB2/ VEP leadership teams, with the ability to guide, influence and inspire peak performance across the analytics functions
  • Bring data-driven approach to key strategic decisions for ICS, influencing product and service delivery leaders through opportunity sizing, user segmentation and understanding, rapid experimentation, and behavioral trends
  • Develop the analytic roadmap and partner with other data teams to help shape a unified data strategy to support business growth
  • Understand the analytic needs of the consumer marketplace through interactions with clients, partners, and internal constituencies
  • Partner with Intuit AI to develop a data science strategy that spans across all areas of the business, from product innovation to customer success platform operations to workforce planning
  • Engage with business partners to provide common understanding of business priorities and data implications (prioritization and resourcing)
  • Create shared data governance principles and accountability across the analytics functions
  • Guide and inspire the teams around analytics best practices, and evangelize strategic use of data to increase data literacy throughout the entire organization
  • Continually look at the environment to challenge our assumptions around new sources of data, tools, talent, potential partners, etc.
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
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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."
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."
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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."
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."
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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."
Breaunna at work
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."
Chelsia at work
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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