Customer Success - Customer Experience Summer Intern (Graduate)
Join our mission
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
Company Overview
Year-over-year, Intuit has been recognized on Fortune's "100 Best Companies to Work For" and at the top of Fortune World's "Most Admired Software Companies." Immerse yourself in our award-winning culture while creating break-through solutions that change the financial lives of more than 50 million personal users, seven million small businesses, and over 1,800 financial institutions and their millions of customers worldwide. Combining organic growth with strategic partnerships, Intuit is expanding its social, mobile, and global footprint with products and services that are revolutionizing the industry. Our 10,000+ entrepreneurial employees have brought more than 250 innovations to market-from QuickBooks®, TurboTax®,and Mint®, to big data, SaaS, and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.
Customer Success is driving Intuit's transformation to become an "AI-driven expert platform", innovating on the way customers access expertise and digitizing the services industry. These customer experiences are delivered through offerings such as TurboTax Live and QuickBooks Live, and extend to how customers access help and support through their entire journey, across all of our offerings. Further, Customer Success is responsible for delivering an outstanding experience to our experts - the people on our platform that deliver advice and support to customers.
Background
Long focused exclusively on short term acquisition, TurboTax is making a turn as a brand to focus on retaining our current customers and winning back those who have tried TurboTax in the past. One area with untapped promise is in life events. 44% of customers leave us due to FUD (Fear, uncertainty, and doubt), at the center of which is often a life change. With a newly forming "Never Lose a Customer" team, we need to jumpstart our customer life event education and engagement.
As we continue to get more personalized in the way we solve for at-risk customers, we want to consider the entire customer journey from the point a customer experiences a life event--experiencing unemployment, investing for the first time, or becoming self-employed--through filing taxes. In this role, you will take a deep look at a single life event, think about how to identify people experiencing that life event in- and out-of-product, and make changes across the customer journey that would ensure they stay confident throughout filing.
What you'll bring
**This position is intended for students in a graduate degree-seeking program to which they will return to their academic program at the end of the summer internship in 2022, with a graduation date of Winter 2022 or Spring 2023. If you do not meet this minimum criteria, please revisit our careers site for other opportunities.**
- A current student enrolled in a degree-seeking program and pursuing a Masters or MBA degree, graduating no sooner than December 2022 or May 2023 respectively
- Exceptional research and business analysis competencies
- Highly organized with incredible attention to detail and drive for continuous improvement
- Experience with modern feedback collection techniques
- Excellent communication skills, with strong design aesthetic as it relates to the visual communication of information
- Innate ability to develop compelling stories using quantitative and qualitative findings
- Knowledge and comfort with advance analytics techniques including but not limited to Text Analytics
- Flexibility to juggle competing priorities and determined by the changing needs of the business
- Intellectually curious about Intuit and QuickBooks customers and trends
Our Investment in You - Features of the Intern Program:
- Our 10- to 12-week internship program is paid and helps deliver opportunities to learn, grow, and make an impact
- Specialized onboarding
- Impactful and meaningful projects
- Access to senior leaders
- Skills/function-based training
- Social and networking activities
- Intern & Co-op Summit
- 8 hours paid time for volunteering
Intuit has been recognized as a best employer and is consistently ranked in the top 25 on Fortune's "100 Best Companies To Work For" and Fortune World's "Most Admired Software Companies" lists.
EOE AA M/F/Vet/Disability
Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
How you will lead
The Ask
- Identify the most impactful changes we can make to reduce defection among customers with a single life event, across the entire customer experience, from awareness until they file their following years' taxes. Research/Validate with customers.
- Recommend 3-5 specific new experiences with guidance from a group or senior manager.
- Coordinate prioritization with partner stakeholders with the guidance from the senior.
- Build requirements and related Q1 folios to support new experiences.
Deliverables by end of internship
- Identify and validate with customers 5 high priority new features;
- 3 Q1 folios with requirements for new experiences; and
- Learning plan for the 3 folios for October tax filing.