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Job Details

2020-17586 -

Seasonal Business Insights

Location(s): Remote
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Business Insights Specialists are part of a cross-organizational team responsible for providing business insights to various internal stakeholders.  They identify broken customers experience, summarize insights and provide recommendations to the business based on both quantitative data (call metrics, speech and text analytics) and qualitative data (customer sentiment and tNPS).  Recommendations may involve refining existing processes, changes to the customer and agent experience, and product changes.

The role of a Business Insights Specialist is to support the organization by delivering data-based insights and recommendations on various experiences within TurboTax.  This is accomplished by reviewing contact case details, listening to calls and utilizing existing reporting to summarize themes and trends on various experiences.  You’ll partner with a Business Analyst to create insightful summaries and recommendations to customer experience teams while also supporting other Voice of the Customer (VoC) requests.

What you'll bring

  • Exceptional written and verbal communication skills
  • Strong attention to detail
  • Intermediate or higher proficiency with Excel creating pivot tables, and v-lookups is useful but not required
  • Ability to multitask and adapt to a rapidly changing environment
  • Self-motivation and initiative
  • Collaboration skills within team and across teams
  • Critical thinking and problem solving skills
  • Analytical mindset
  • Microsoft Office and Google Docs proficiency
  • Intermediate to advanced computer proficiency
  • Bachelors Degree preferred or equivalent experience

How you will lead

What you’ll do as a Quality Analyst:

  • Create business analyses on experience variance
  • Examine data to identify trends and insights
  • Analyze data through speech and text analytics
  • Recommend actions to drive solutions on the customer experience
  • Collaborate across teams to investigate, identify, research, and recommend solutions to negative customer and expert experiences

 

Your Typical Deliverables:

  • Data-driven insights and customer experience analyses
  • Explanation and commentary of performance variances
  • Suggestions for improvements to expert and customer experiences
  • Consistent delivery of insight summaries

 

Key Expectations:

  • Meets deadlines and commitments
  • Communicates in a timely and responsive manner
  • Meets established cycle times and metrics
  • Gives and accepts feedback from peers and supervisor(s)
  • Prioritizes recommendations for process improvements
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Builds productive internal and external working relationships
  • Is able to work independently when necessary and understands work will be reviewed for quality
  • Understands influence and decisions impact the customer experience. Decisions impact both personal and team deliverables
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"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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"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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"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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