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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.