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

Come join the Intuit Customer Success team as an Expert Experience Leader for our Expert Network. In this role, the Expert Experience Leader will influence, develop and implement strategies, processes and experiences to deliver world class experiences for our expert employees and third party workforce.

You will be part of the Expert Experience and Insight team whose mission is to engage experts, report expert Attrition and expert PRS, and unlock Insights to drive the business forward.

What you'll bring

• 5+ years professional experience preferably focused on process excellence, project / program management, product management, or customer experience
• Bachelor's Degree or equivalent required; MBA a plus
• Exceptional project manager and self-starter; ability to work independently across multiple concurrent initiatives in a fast-paced environment with evolving priorities
• Data visualization, data analysis and project experience taking raw data to polished presentation, experience with Qualtrix or similar
• 3-5 years of Independent Qualitative and Quantitative Research experience; usability studies, contextual interviews, surveys and customer journeys
• Proven track record in building collaborative and consultative partnerships; demonstrated ability to influence using data and storytelling
• Deep employee / customer empathy
• Experience with AI / ML a plus

How you will lead

• Report metrics measuring attrition and retention, across multiple expert populations, vs. targets and indexed to previous periods, weekly
• Report metrics measuring PRS (satisfaction and experience) across multiple expert populations, vs. targets and indexed to previous periods, weekly
• Design and Moderate Qualitative Research to include focus groups, 1:1s, and follow me home sessions
• Design, Analyze and Share Out Quantitative Research to include population wide surveys, snap surveys and longitudinal studies. Ability to seek out and build surveys with new platforms and techniques a plus
• Gather Expert Insights from various listening posts, identify and prioritize key opportunities, and weave together to tell a compelling story that inspires impactful Expert Experience improvements, all in the effort to identify gaps & opportunities in the end-to-end Expert Experience
• Deliver high quality Expert Insights, across multiple expert populations to meet cadenced business planning needs and strategic timing requirements
• Partner across organizations to identify opportunities to apply, optimize and scale Insights from the Expert Experience in order to achieve Intuit's Big Bets and realize the mission of "Powering Prosperity around the world."
• Manage and facilitate project and program meetings
• Lead & Influence matrixed teams across multiple organizations
• Pilot, Test, Implement and continuously improve Insight capabilities
• Benchmark to identify strengths and weaknesses, opportunities and threats, perception with the marketplace, to know how to win and where to play with competition
• For areas of responsibility, ensure a documented action plans, appropriate operating mechanisms and updates on progress against goals are in place