Staff Business Data Analysis
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Overview
Intuit's Consumer Group Customer Success team is responsible for designing and delivering service experiences for 40M+ TurboTax customers including growing service businesses like TurboTax Live, and Turbo Tax Live Full Service.
We are seeking an experienced Staff Business Data Analyst to join our TurboTax Customer Success team. As a member of this team, you will play a key role in delivering an outstanding experience for TurboTax customers by leading analytics and strategy to support service delivery and how we connect customers with experts. The scope of work and influence of this role is broad, with specialized focus on routing and matching rules and AI models for contact delivery - how to seamlessly connect customers to the best support based on their need, while balancing operational considerations such as capacity and building expert proficiency.
This role is part of the greater Assisted Service Delivery team responsible for the human-assisted Customer Success service experience. As a growth area for the company, this offers a variety of initiatives to lead or participate as a key contributor. In addition to delivering priorities, this role will be an integral member of the Consumer Group Customer Success Analytics team, helping to create and drive the Customer Success vision and strategy.
What you'll bring
- 7+ years of experience working with web analytics, customer care analytics, or other customer experience analytics
- Highly proficient in SQL, Tableau, and Excel
- Ability to tell stories with data, educate effectively, and instill confidence, motivating stakeholders to act on recommendations
- Experience in modeling or business application/evaluation of machine learning.
- Experience in a scripting language preferred but not necessary
- Excellent problem solving skills and end to end quantitative thinking
- Ability to manage multiple projects simultaneously to meet objectives and key deadlines
- Outstanding communications skills with both technical and non-technical colleagues
- Proactive and inquisitive learnerseeks out and capitalizes on opportunities for change that enhance the business, rather than reacting to circumstances
How you will lead
- Champion a culture of data-driven decision-making
- Lead the creation of learning plans and design appropriate KPIs for routing and matching
- Ownership mindset: use data to set and influence priorities and actions that will improve business performance, leveraging data about routing and matching, as well as broader business trends and Voice of the Customer
- Analyze experiments testing new routing models to assess performance and recommend next steps
- Perform deep-dive analytics using a variety of sources such as web behavioral data, call data and speech analytics, conversion, and retention to identify opportunities for improvements to routing
- Establish effective partnerships with a wide variety of stakeholders to improve the overall customer experience and set priorities for new product experiences and routing technology
- Analyze the impact of routing strategy changes to forecasted volume and capacity plan considerations
- Build standardized metrics, reports, and dashboards in Tableau to assess performance and manage the business