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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

The Consumer Group is committed to transforming the mindset of our organization to

champion a culture where we are NEVER satisfied losing a customer. In order to do

this, we must change the hearts and minds of every employee to stay customer

committed and obsessed to deliver the benefits of complete confidence, more money

and ease for every customer so there is never a reason for customers to leave us. With

this in mind, we are recruiting for a Principal Manager of Retention strategy to drive the growth strategy for our at-risk customer segments focused on preventing and resolving poor customer experiences. This leader partners with other dedicated leaders from critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific experiences both at the point of need when they are engaging with our products and through proactive targeted outreach when critical life events affect our customers' financial freedom at unexpected moments of truth in their life.

What you'll bring

A passion for delighting customers

• customer obsessed proven leader with at least 10 years' experience in a services based industry or SaaS organization, influencing customer experience management in Customer Success, Product marketing, Lifecycle Marketing or similar functions
• Exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.

Bold, Innovative builder

• Experience rapidly driving new customer-facing experiences in ambiguous spaces
• Unafraid to take the initiative to lead teams and do "never been done" work
• Define what can be versus expanding or replicating what is already in play.

Data driven decision maker

• Take data to insight to strategy
• Operational excellence

Exceptional storyteller and partner

• Experience driving and keeping alignment with senior leadership using exceptional storytelling skills
• Ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best-in-class solutions.
• Experience influencing senior management in customer success, product marketing, or similar functions

• Bachelor's degree in psychology, business management, marketing, or related field; MBA preferred

If you have a passion for disruption and a track record of success developing and launching technology products for consumers, we'd like to hear from you!

How you will lead

We strive to deliver delightful experiences to all of our customers, and when things go wrong, we want to set them right. In this role you'll:

• Lead cross-functional teams to identify and prioritize the most impactful opportunities to prevent negative customer experiences
• Drive the strategy to gather and respond to customer feedback at scale. You will also lead a cross functional team to execute on the strategy.
• Identify and prioritize most impactful experiences to build confidence among TurboTax customers experiencing a life event.

You will be part of a team focused on executing hypothesis driven experiments, uncovering customer driven insights, leading competitive benchmarking and CDI frameworks to prioritize work within areas of the customer lifecycle where service recovery, repairing the relationship, and engaging with customers from tax completion until they start the following year to make a step change reduction in defection across our customer base for TurboTax.