Job Description

Overview

The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through operational business performance improvements, leveraging data and analytics. We are seeking an exceptional Group Manager, Business Performance Analysis leading a team of ~10 talented business data analysts/scientists to work alongside with business stakeholders to deliver operational insights and recommendations. This is an exciting time to join Customer Success at Intuit as we are building a service platform to help our customers beyond core product use. This is your opportunity to join this exciting and transformational journey.

What you'll bring

15+ years of diverse analytics experience on end-to-end service and/or operational data (e.g. millions of service contacts)
Thrive within a high-paced, high-growth environment
Proven experience in leading a team of analysts and/or scientists
Expert in driving weekly, structured, tiered KPI reviews; generating insights that can be used to
improve service/operational performance
Full stack data analytics/science experience, including data sourcing, diagnostic analysis, predictive / prescriptive modeling/analysis
Strong passion in uncovering strategic opportunities and solving business problems
Proficient with SQL, Python, generative AI integration into data products
Deep experience in statistical modeling techniques, including Hierarchical / Mixed Effects Modeling
Outstanding communication skills, presenting data stories that drive action and impact to both technical and non-technical/business stakeholders
Undergraduate degree a must. Masters in a quantitative discipline preferred

How you will lead

Leads and nurtures a team of talented analysts and scientists with a focus on expert performance, expert skills and profile, and operational performance
Partners with business leaders (e.g., Service Delivery, Operations, Learning & Development, Expert Engagement) to define business strategies, areas of investment, and critical priorities.
Creating network wide KPI/metrics strategy and tiered framework for evaluating the quality, delivery, and productivity of our experts, managers, operators
Integrates AI/ML to the insights “workflow” to both automate repetitive tasks and increase the our depth of insights into conversational data
Evangelizes the use of statistical methods to monitor and describe business performance, predict future outcomes via modeling
Activates analytics insights that lead to decisions or better hypotheses, and evangelizes innovative analytics ideas that enable new opportunities.
Drives analytics rigor by inspecting and experimenting methodologies, improving techniques, and creating a learning culture.
Drives data roadmap from data architecture to data visualization, and marshals resources from multiple functions to deliver scalable solutions.
Developing and executing business intelligence strategies that drive business growth through the effective use of data analytics, data visualization, and reporting
Role-models “win-together” while challenging status quo and driving changes across teams regardless of organizational structure.
Examples of deliverables:
- Data insights to inform the future: development of KPIs, business performance diagnostics, expert profile analyses, self-service analytics, and etc. to drive actionable expert/operations insights.
- Data products to transform expert experiences: data predictions, ARIMA modeling, propensity modeling, and etc. to make executive leader, manager, and and operator decisions more intelligent with data.