Enter your search term above OR select from the following categories:
- Software Engineering
- Data
- Design & User Experience
- Product Management
- Tax
- Bookkeeping
- Administration
- Business Development
- Corporate Strategy & Development
- Customer Service & Support
- Executive
- Finance & Operations
- General Management
- Human Resources
- Information Technology
- Interns & New College Grads
- Legal
- Marketing
- Project & Program Management
- Real Estate & Workplace Services
- Sales
Senior Manager, Expert Experience and Insights
Location(s): San Diego, California; Reno, Nevada; Tucson, Arizona; Eagle, IdahoCompany 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 with 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
This role is Hybrid and will require coming on site 2-3 times per week.
This role will require travel (6-8 times per year)Come join the Intuit Customer Success team as a senior manager leading our Expert Experience and Insights team. In this role, you will lead the team that influences, develops, and implements strategies, processes and experiences to gather, measure and drive awareness and empathy for customer success team members across our business.
Our network of Intuit experts includes tens of thousands of diverse and talented experts who are skilled at using our products and in their professional disciplines, including tax attorneys, credentialed tax and accounting experts, and bookkeepers - and we are growing quickly!
Your mission: gather and leverage data and insights to influence and drive awesome expert experiences, creating an environment where Intuit is the employer of choice and teams are enabled to delight our customers.
Qualifications
- 5+ years of professional experience, preferably in process excellence, customer data and insights, and/or customer experience
- Bachelor’s Degree or equivalent; MBA a plus
- Experience managing a team
- Proficient in Microsoft or Google suite (documents, spreadsheets, presentations)
- Excellent written and verbal communication skills; ability to communicate complex data, information and issues in a simple way
Responsibilities
- Develop our Expert Survey, Insight Collection, Reporting & Action Strategy: accountable for the strategy to manage all aspects of the expert feedback and insights process, including:
- Surveys: design and cadence
- Analysis and reporting: evaluating learnings, building dashboards and sharing findings
- Action Planning: partnering with accountable teams to ensure we take action on key areas of opportunity and track and measure their impact
- Reporting on business critical metrics and the story behind them
- Deeper dives: dig into data and observations, both within our team and with our analytics partners, to ensure insights are clear and actionable
- Qualitative work: spending time with experts to gather insights and feedback (via 1:1 interviews, roundtables, gemba walks, lab days, follow me homes, etc.)
- Partnering: engaging with researchers, product managers and other teams to enable gathering and sharing of insights
- Influence & Advocate for Experts: role model “expert obsession” by:
- Be an Expert Advocate: consistently advocate for experts and using insights to improve their experience
- Be data driven: leverage data and insights to identify opportunities, inspire action and drive prioritization
- Ensure Stakeholder Awareness and Accountability: communicate and influence leaders, product teams and other critical stakeholders regarding improvement opportunities connected to the expert experience
- Develop & Manage a High-Performing Team: guide, direct and grow our amazing team to deliver on priorities.
- Leading & Influencing: This role is operating in a complex, highly-matrixed organization. Successful candidates can work and influence across multiple organizations in service to expert experience improvements and have a proven ability to build collaborative and consultative partnerships across teams.
- Advocate for Experts: role model “expert obsession” by:
- consistently advocating for experts and using insights to improve their experience
- leveraging data and insights to identify opportunities, inspire action and drive prioritization
- ensuring stakeholder awareness and accountability for improvements to the expert experience
- Develop & Manage a High-Performing Team: guide, direct and grow our amazing team to deliver on priorities.
- Accountability: demonstrates accountability for progress and outcomes
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $127,500 - $173,000. 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.

"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."

"It’s important to always strive for improvement, even if you’re already in a good place."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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."

"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.
Award-winning culture, best-in-class benefits
Culture and values
Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
More about Intuit life play_arrowBenefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.
More about our benefits play_arrowHiring process
From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
More about our hiring process play_arrow
Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
Related Content
-
Corporate Responsibility at Intuit
We're dedicated to making a positive impact for our team, our environment, and our community.
-
Diversity, Equity & Inclusion
We're committed to providing a diverse and equitable workplace that empowers everyone to do the best work of their lives.
-
Intuit's Focus on Sustainability
Our sustainability initiatives are reducing our carbon footprint to help improve the health of our planet.