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Job Details
2022-33242 -

Senior Lean Practitioner, Continuous Improvement

Location(s): San Diego, California
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Company Overview

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.

Job Overview

Intuit is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce. The Customer Success team is executing on key company-wide initiatives to help deliver against this vision and strategy and is a critical component of Intuit’s growth through the delivery of services. These services connect our customers with financial professionals across the globe in a distributed, two-sided network in our mission of “Powering Prosperity Around the World”.

At the center of any great services organization is an operations strategy that can drive sustainable growth with speed, certainty and quality.  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 create a culture of continuous improvement and operational excellence through Lean frameworks and efficient tech-led processes.

We are seeking an experienced and collaborative Senior Lean Practitioner to create a culture of continuous improvement through a Lean Management System, Six Sigma Tools and coaching that will enable teams across the Intuit Customer Success Ecosystemto maximize their efficiency and simplify how they work on a daily basis. In this role, you will be a critical partner and coach to the Intuit business units, with deep engagement with leaders through front line customer facing employees. You will work closely with business stakeholders to implement standard work, set up visual management systems, streamline flows, implement daily improvement (kaizen), and also engage in end-to-end process optimization projects.

This position within Intuit’s Customer Success Services Operations organization will play a significant part in building the nervous system that intelligently and securely connects people to experts at scale. Customer Success at Intuit has entered a new stage of growth, and over the next 3 years we will introduce multiple new services offerings and expand globally. As we grow and scale with speed, it is critical to ensure our highly complex system operates as efficiently and free from waste as possible to enable the experiences we desire for experts, customers, and our employees. In this exciting role, you will be a significant contributor to Intuit’s future. 

Qualifications

  • Lean Six Sigma Black Belt Certified (5-7+ years as Black Belt certified) from a reputable company
  • Bachelor’s Degree in Engineering, Business Operations, Finance, Management or related field
  • Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed. Not dogmatic about structure, but pragmatic on knowing when to apply. Ability to navigate complex problems & issues, ask questions, and get to the root of what’s driving the specific issue, and develop a structure for resolution so others can make a decision.
  • Must have strong leadership presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business.
  • Experience understanding and facilitating change in a challenging, dynamic and highly matrixed environment; ability to confront challenges with senior stakeholders, recognize skepticism and proactively drive confidence.
  • Customer driven…thinks customer back with a relentless focus on delighting customers with strong bias for action and delivering results
  • Operational excellence mindset with proven history of delivering services and/or operations efficiently at large scale with speed, certainty and quality
  • Data driven…Uses methodologies, metrics, and analysis to drive strategy and assess performance against business goals
  • Outstanding communication, presentation and facilitation skills-can effectively frame data-backed discussions to technical and non-technical audience at all levels with high impact
  • Is curious about what makes up Intuit’s DNA and leverages our organization’s strengths to build Intuit’s future state Lean Operating System.

 

Responsibilities

Partner with teams to co-create and implement a Lean Management Structure and build Continuous Improvement capabilities required to transform the business and effectively scale Intuit Services.

 

Build a lean culture of continuous improvement across the Intuit Customer Success Ecosystem, implementing scalable best practices and ongoing programs to enable teams to maximize their efficiency and simplify how they work.

 

Coach Managers & Team Leads, and participate as a staff member on their teams and be jointly accountable for the business outcomes of the organization.

 

Lead, inspire and support a team of world class practitioners with Lean and Six Sigma expertise. Provide an environment, feedback, coaching and growth opportunities to enable them to do the best work of their lives.

 

Provide thought leadership in how we lead Gembas, implement standard work, streamline flows, implement kaizen, lead value stream workshops and assist with complex Business Process Reengineering projects across the organization to facilitate implementation of a Lean Management System and a culture of Continuous Improvement.

 

Participate in development of Continuous Improvement Transformation Community and Culture through active involvement in a variety of workshops, forums and training sessions related to Lean Six Sigma and other Process Excellence concepts and practices.

 

Understand core strategic customer, expert and operational needs to build and implement a Lean Transformation to drive efficient operations, scale the expert network with improved utilization, proficiency, and overhead, and drive growth and retention across Intuit all with a continuous improvement culture and mindset.

 

Support cross-functional teams across Intuit on their continuous improvement journey by guiding them through an understanding of Lean /Six-Sigma concepts, Kaizen events and other process improvements methods to drive key KPIs in cost, delivery, and quality.  This includes a “gemba first” approach to their work that can be measured by specific metrics and outcomes.

 

Drive adoption of Lean Continuous Improvement and Six Sigma including KPI definition and standardization principles on ensuring quality of service, anomaly detection and business process reengineering across service delivery design and platform teams.

 

Influences cross-functional teams while exercising considerable latitude in driving impact, delivering on objectives, and approaching problems and tasks. 

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."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
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."
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."
Joylyn at work
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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