Intuit Inc

Group Manager, TurboTax Assisted Customer Experience

Intuit Inc • $190K — $257K *
San Diego, CA 92154In-Person
Consumer Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 7+ years of Customer Experience leadership in fast-paced, matrixed environments
  • Experience with consumer segmentation, design thinking, and A/B testing
  • Strong analytical skills for customer insights and ROI analysis
  • Proven experience in product management or experience design in SaaS or CRM
  • Experience managing customer support operations, directly or indirectly
  • Exceptional communication skills tailored across diverse audiences
  • Strong business judgment and intellectual curiosity

Responsibilities

  • Lead and grow a high-performing CX team focused on omni-channel services
  • Guide the identification of customer needs and conduct cross-functional experiments
  • Analyze data collaboratively to derive innovative solutions
  • Build networks to deepen understanding of customer needs
  • Shape strategies around customer journeys and lifecycle stages
  • Advocate for customers using market research and insights
  • Represent CX on leadership teams to drive data-informed changes
  • Utilize customer and employee insights for commercial impact

Benefits

  • Competitive compensation package
  • Performance-based cash bonuses and equity rewards
  • Comprehensive benefits to support employee well-being
  • Regular equity and pay comparisons to ensure fairness
  • Strong emphasis on continuous learning and professional growth opportunities
Full Job Description
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

What You'll Do

  • 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

Footer
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 $190,000 - $257,000

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.

Work You’ll Do

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.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

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.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
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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