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.

　　What you'll bring

　　5+ years of professional experience, preferably in process excellence, customer data and insights, and/or customer experience

　　Bachelor’s Degree or equivalent experience; 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

　　AI or machine learning experience

　　How you will lead

　　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

　　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.