Come join the Strategy & Insights team within the Global Business Solutions Group (GBSG), supporting our platform strategy for Quickbooks and Mailchimp. This role requires a strategic, analytical thought leader to steer our Voice of Customer (VoC) program, which measures trends in customer sentiment and uncovers opportunities to optimize customer experience and business outcomes. We’re looking for an experienced collaborator who has the technical skills to guide data collection, analysis, and reporting systems as well as the influence to drive decisions with data-driven recommendations. The ideal candidate blends strong analytical depth, strategic thinking, and executive communication, and is comfortable working across ambiguous data environments to surface what matters.

Responsibilities

• Guide how we track trends over time across our various data sources (e.g. digital intercepts on our website/platform, transactional surveys, support call transcripts, social media, review sites, research studies, etc.), including how we can improve quality of insights while reducing burden on the customer
• Lead high visibility, complex projects - design learning plans and synthesize multiple data sources to tell a holistic story, and socialize these insights across the company, particularly to senior/executive-level audiences
• Serve as a strategic thought partner to executive leaders to help anticipate and diagnose business trends, acting as an ambassador for the customer perspective 
• Work closely with analytics and engineering teams to marry survey data with other data sources (e.g. customer behavioral data, account information) to uncover deeper insights and identify relationships between attributes 
• Develop reporting and data visualization strategies for always-on monitoring and stakeholder self-service
• Act as a role model and innovator for the team, proposing ways to optimize and mentoring others to improve their abilities

Qualifications

• 8+ years of experience leading quantitative research or analytics, including experience measuring customer sentiment/feedback and analyzing big data (e.g. web/app behavioral data), particularly in a connected manner
• 5+ years of experience leading CX/VOC intercept survey programs (e.g. capturing metrics like CSAT, NPS, CES, open feedback)
• Technical expertise in managing survey design, programming, placement/triggers, sampling, governance, embedded data capture, live workflows, and data analysis (in tools like Qualtrics or Medallia)
• Experience fusing multiple structured and unstructured data sources (surveys, customer feedback, support transcripts, behavioral data) into unified insights frameworks
• Experience building data visualizations and dashboards in business intelligence tools (e.g. Looker, Tableau)
• Strong strategic problem solving skills - develop hypotheses to guide work, break down complex problems into addressable elements, and use insights to articulate strategic implications and tradeoffs
• Demonstrated ability to proactively identify emerging product or customer risks and socialize them with executive stakeholders with clarity and influence
• Strong oral and written communication skills - ability to present insights to all levels of management in ways that make it easy for stakeholders to understand and act upon

Bonus, but not required: 

• Experience working in the software/SaaS space
• Experience leveraging advanced analytics experience to identify sentiment drivers, behavioral patterns. and leading indicators (e.g. predictive modeling, regression, clustering, key driver analysis, SHAP/explainability techniques) 
• Technical experience querying data management systems (e.g. SQL, Python)

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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: $152k - $240k