Director, Business Data Analytics

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper.

We never stop working to find new, innovative ways to make that possible.

Qualifications

• Craft knowledge in customer experience analytics with known methodologies and industry tools (. Gainsight, Qualtrics, Medallia, etc) in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights, enhance customer service strategies, and drive improvements in business performance such as quality, revenue and expense.
• Ability to access and manipulate data stored in relational databases and lead teams of data analysts and data warehouse personnel.

Experience with machine learning techniques and experience with predictive modeling are preferable.

• Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
• Proficient understanding and application of advanced analytic techniques and modern tools and proficiency in data analysis and visualization tools (Python, SQL, R, Tableau, or similar tools.
• Solid ML and GenAI experience, using these advanced skill sets to extract value from large datasets of unstructured text and speech data
• Strong understanding of experimentation, with the ability to lead a cross-functional team to test hypotheses to help drive real customer and business benefit across consumer and expert populations
• Ability to influence and drive business strategy across an enterprise organization as a result of analytical insights
• Proven track record of developing a high performance team and growing talent and collective impact of a team
• Ability to communicate and influence at all levels of a matrixed organization including simplifying insights and complex concepts into customer backed narratives
• Ability to pivot and adapt team strategy and resourcing according to evolving business needs
• Desire to roll up the sleeves and get into the heart of the business drivers on a portfolio of KPIs to support customer success strategies
• Track record of extreme ownership and accountability
• Familiarity and experience working with customer success , tax, or accounting domains

Responsibilities

• Lead the teams that manage : Customer Experience (CX) and Voice Of Customer (VOC) Insights and survey and data infrastructure, reporting and analysis supporting the performance of SBSEG Customer Success Digital and Assisted experiences.
• Responsible for accelerating data driven hypothesis based insights that enable identifying opportunities to improve customer experiences due to product or usability friction through VOC insights, reducing cost to serve through improving speed to benefit for experts and customers and helping prioritize opportunities to drive growth through CS channels
• Identify growth opportunities (retention, conversion, ecosystem attach and revenue opportunities) and operationalize how we will maximize the insights from our Customer Success VOC, digital, social and community listening posts with our customer data
• Steer critical business decisions by leveraging insights from our customers and customer behaviors in and out of product to answer complex business questions and help
• Be the steward for continually evaluating internal and external industry best practices for methodologies on measuring customer experiences, lead and lag indicators
• Engage and connect dots with business partners to align on common understanding of the moments of truth that matter most in the E2E customer Experience to inform PD and PM prioritization and resourcing
• Collaborates with other data leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like PRS, tNPS, Customer Effort Score (CES) and lead the development of measurement frameworks for CX
• Defining, establishing, and documenting standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
• Guide and inspire the teams around CX best practices , and evangelize strategic use of qualitative and quantitative insights to increase customer advocacy throughout the entire organization
• Target setting, monitoring, analysis and creating requirements for the data infrastructure for SBSEG’s Customer Success KPIs and performance
• Drive process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations;

Continually look at the environment to challenge our assumptions around new sources of data, tools, talent, potential partners, etc.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $257,500 - 348,000, Southern California $251,500 - 340,500.

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs .

Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.