Group Manager, TurboTax Assisted Customer Experience

Job description

Join an innovative CX leadership team driving breakthrough growth and exceptional customer experiences for TurboTax. Intuit is seeking an experienced CX leader to head the Customer Success Assisted Services Growth team within Intuit's Consumer Ecosystem. In this role, you'll evolve how we engage customers in a scaled omni-channel environment — driving confidence, conversion, retention, and ecosystem adoption through high quality expert interactions and relationships.

You'll partner closely with Product, Marketing, the Expert Network, and Data Analytics across the Consumer Ecosystem and platform teams, while building and coaching a team of managers and individual contributors.

Responsibilities

• Lead and grow a high-performing team of CX professionals, focused on scaling our omni-channel expert-led services via retail, virtual and hybrid experiences prioritizing work to maximize both individual and team impact
• Guide the team in identifying customer needs and lead cross-functional experiments that test customer behavior and validate hypotheses across craft areas
• Analyze data with cross-functional partners to solve complex, ambiguous problems and drive innovative solutions Champion curiosity about customer behavior, building internal and external networks to understand needs from a broader perspective Shape customer success, product, and marketing strategy — including experimentation — around customer journeys, segments, and lifecycle stage Advocate for customers, using market research and Voice of the Customer insights to resolve barriers and define target-state experiences Represent CX on cross-functional leadership teams, driving data-informed change to improve customer and business outcomes Champion data-backed storytelling, ensuring systems and processes stay aligned to business needs and support reliable data
• Translate a deep understanding of Voice of the Customer and Voice of the Employee into commercial impact What You'll Own Strategic practices aligned to Intuit's values and Customer Success goals, empowering teams to deliver innovative, customer- and business-aligned solutions Coaching others in design thinking and process management to build a continuous improvement mindset Change management — acting as a role model who communicates a clear change vision and manages stakeholder engagement through transformation Independent strategy and execution planning for high-complexity projects, with decisions that shape cross-functional priorities and outcomes Qualifications

What You'll Bring

• 7+ years of Customer Experience leadership, including in highly matrixed, fast-moving environments — developing product/service experiences and driving revenue and customer growth
• Strong grasp of customer behavior, with experience in consumer segmentation, design thinking, and scientific decision-making methods; A/B testing experience required
• Strong analytical and problem-solving skills, with a track record of using data for customer insights, measurement, ROI analysis, and recommendations A customer-first, design-minded approach, with demonstrated strength in product management or experience design (SaaS, self-help, or CRM environments preferred) Experience managing or partnering with customer support organizations and operations (direct or via BPO)
• Excellent verbal, written, and interpersonal communication skills, with the ability to tailor content across audiences and channels Sound business judgment, intellectual curiosity, and a strong desire to learn Comfort operating at both strategic and tactical levels, leading by example Education: BA/BS required; MBA strongly preferred Intuit provides a competitive compensation package with a strong pay for performance rewards approach.

This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The expected base pay range for this position is: San Diego $190,000 - $257,000