Group Product Manager

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. The company 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.

The Intuit Small Business Group Customer Care (SBG Care) Organization provides world class customer service for Intuit’s small business customers. We are looking for a customer-obsessed individual to join the Customer Experience Strategy team. Our team is defining our customer vision, writing and telling the compelling stories that inspire our customers, our employees and our partners. We are using smart business analytics to understand how great customer experiences drive our business forward, and what our business needs to do to “Deliver Awesome”. Your product is customer service – it is delivered by an extraordinarily talented organization of professionals who are looking to believe in your vision. We need a fearless customer zealot who cares deeply and is ready to champion the cause.

* Bring day-to-day relevance to our SBG customer vision by connecting the vision to our business outcomes * Create and execute directed customer research program (interviews, roundtables, webinars, and other online channels) to understand customer behavior in context of our vision * Champion our customer vision across the organization, and our partner network * Conduct industry research including written documentation, conference attendance, participation in industry forums * Develop recommendations for new ways of working with our customers * Define product, policy, and process changes required to take our experience to the next level * Determine and communicate the impact of change to customer, financial, and employee metrics

* A customer obsession * World class communications skills -- the ability to make the complex simple and tell compelling stories * Minimum 10 years experience leading customer-focused research (teams and individual efforts) * Minimum 10 years experience in rapid-prototyping and customer-centric design * 5+ years leading people and high performing teams * Familiarity with common survey methodologies and customer metrics such as Net Promoter proven via survey creation and results analysis * Proven ability to design customer-back experiences based on a robust set of experiential, qualitative, and quantitative customer listening posts * Proven ability to conduct analytic assessments and extract insights from disparate and incomplete data sources. Must demonstrate via examples * Deep partnership mindset across the Intuit organization (servicing, marketing, finance, product management, technology) * Ability to work seamlessly across all levels of the organization * Proven ability to drive transformational change across organizations * Boundary-less leadership with examples Must be willing to laugh, have fun, teach and learn