Intuit Inc

Consumer Group Expert Services Operations - Business Line Strategy

Intuit Inc • $137K — $186K *
San Diego, CA 92154In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years in customer experience strategy or related fields, ideally in tax or financial services.
  • Experience synthesizing diverse business line needs into executable strategies.
  • Familiarity with expert workforce models or multi-BL coordination is advantageous.
  • Demonstrated ability to leverage quantitative and qualitative data for strategic insights.
  • Experience in managing cross-functional teams and influencing stakeholders without direct authority.

Responsibilities

  • Develop a cross-domain view of TurboTax business lines and align COE strategy accordingly.
  • Serve as the main COE liaison for Group Managers, fostering collaborative partnerships.
  • Document and communicate COE strategy for expert standards delivery across business lines.
  • Craft compelling narratives linking COE strategies to measurable business outcomes.
  • Lead strategy development for emerging segments lacking established frameworks.
  • Monitor business line performance and adapt strategies based on customer and expert feedback.

Benefits

  • Access to a competitive compensation package including cash bonuses and equity rewards.
  • Comprehensive health and wellness benefits for employees and their families.
  • Opportunities for professional development and continuous learning.
  • Flexible work arrangements, including potential remote work options.
  • Commitment to pay equity and fair compensation across diverse employee categories.
Full Job Description
The Business Line Strategy role sits at that intersection. You'll synthesize what's happening across segments, translate business priorities into strategic direction for the Expert Network, and ensure COE's standards reflect the full complexity of how we serve customers - including segments that are actively evolving as part of Intuit's broader market strategy. COE drives the strategy; business line leaders provide critical input and retain execution within their organizations.

This role is well suited for someone with deep roots in tax or financial services who thinks naturally across complex, multi-segment environments and can connect enterprise strategy to how experts actually deliver for customers day to day.

Responsibilities

  • Cross-Domain Business Line Strategy - Hold the cross-domain strategic view across all TurboTax business lines. Define how COE strategy connects to each BL's unique customer calendar, delivery model, regulatory environment, and expert readiness requirements. Ensure consistency across segments while honoring what makes each distinct.
  • Business Line Coordination & Partnership - Serve as the primary COE contact for Group Managers across your assigned business lines. Build trusted relationships that enable Group Managers to provide meaningful strategy input while COE retains design ownership. Translate stakeholder perspectives into actionable strategic direction.
  • Translate Strategy to Expert Standards - Develop and document COE strategy that defines how experts across each business line should deliver for customers. Ensure standards are clear, grounded in operational reality, and executable within Service Delivery's structure.
  • Drive Action Through Storytelling - Craft compelling narratives connecting COE strategy to business outcomes and expert experience improvements across all Service Delivery leaders. Communicate actionable recommendations in ways that drive alignment - not just awareness. Use BL performance data, VOC, and expert feedback to make the case.
  • Champion Emerging & High-Complexity Business Lines - Lead COE strategy development for Retail/Local and other emerging segments where no prior playbook exists. For PTG, CreditKarma, and Canada, ensure COE strategy accounts for distinct regulatory, delivery model, and expert profile requirements.
  • Monitor BL Performance & Adapt Strategy - Stay close to customer and expert signals across all assigned business lines. Use listening post data to continuously refine strategy. Surface emerging trends, risks, and gaps before they become execution problems for Service Delivery.


Qualifications

Experience & Industry Expertise
  • 5-7 years of experience in customer experience strategy, service delivery operations, program management, or related fields; direct experience in tax, financial services, or multi-segment consumer services strongly preferred.
  • Demonstrated experience working across multiple business lines or customer segments simultaneously - synthesizing divergent needs into coherent, executable strategy.
  • Familiarity with expert or advisor workforce models, delivery model design, or multi-BL coordination a strong plus.

Educational Background
  • We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is the expertise you bring. Relevant domains include tax or financial services, multi-segment business strategy, customer experience strategy, or business line management. Direct experience in tax, accounting, or financial services is particularly relevant to this role.

Customer-Centered Mindset
  • Deep commitment to understanding expert and customer needs as the foundation for every strategic decision. Proven ability to synthesize quantitative and qualitative data from listening posts - VOC, BL performance data, M3 input - into insights that drive action.

Strategic Thinking & Business Problem Solving
  • Translates multi-BL business strategy into well-defined programmatic COE standards. Brings an outside-in perspective; benchmarks across BL segments and delivery models. Comfortable building strategy where no prior playbook exists.
  • Ramps quickly in new BL domains. Simplifies complex, multi-segment strategy problems and develops actionable recommendations. Shapes COE's strategic posture toward new and emerging business models (Retail/Local).

Connect Strategy with Execution
  • Links cross-BL strategic priorities to standards that Service Delivery can execute. Identifies data-driven trade-offs and flags where BL complexity creates execution risk before it becomes an in-season problem.

Leadership & Collaboration
  • Strong track record of building trusted relationships and influencing without authority across Group Managers, all Service Delivery leadership, product teams, and COE leadership. Outstanding verbal, written, and presentation skills. Comfortable in high-stakes alignment conversations across divergent stakeholder groups.

Execution Orientation

  • Proven ability to manage multiple workstreams in a fast-paced, seasonal environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.

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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 ). 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 $137,500 - $186,000
Mountain View, CA $147,500- $199,500
New York $131,500- $178,000

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

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At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

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Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

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Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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