Consumer Group Expert Services Operations - Business Line Strategy

About the role

The Expert Network is one of Intuit's largest people organizations, sitting within Expert Services — part of the Consumer Group that brings together TurboTax, ProTax Group, and CreditKarma. This role sits at the intersection of Intuit's growth strategy, synthesizing what's happening across segments (US Consumer, Canada, Biz Tax, TurboTax Product Support, ProTax Group, and CreditKarma) and translating business priorities into strategic direction for the Expert Network. COE drives the strategy while business line leaders provide input and retain execution. Ideal for someone with deep roots in tax or financial services who connects enterprise strategy to day-to-day expert delivery across complex, multi-segment environments.

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 assigned business lines. Build trusted relationships to enable 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 defining how experts across each business line should deliver for customers. Ensure standards are clear, operationally grounded, and executable within Service Delivery's structure.
• Drive Action Through Storytelling — Craft compelling narratives connecting COE strategy to business outcomes and expert experience improvements. Communicate actionable recommendations to drive alignment using BL performance data, VOC, and expert feedback.
• 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 and surface emerging trends, risks, and gaps before they become execution problems.

Requirements

• Experience & Industry Expertise
  • 5–7 years 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, synthesizing divergent needs into coherent strategy.
  • Familiarity with expert/advisor workforce models, delivery model design, or multi-BL coordination is a strong plus.
• Educational Background

  Expertise built through formal education, industry certifications, professional development, or hands-on experience is valued. Relevant domains include tax/financial services, multi-segment business strategy, customer experience strategy, or business line management. Direct experience in tax, accounting, or financial services is particularly relevant.

• Customer-Centered Mindset

  Deep commitment to understanding expert and customer needs as the foundation for strategic decisions. Proven ability to synthesize quantitative and qualitative data (VOC, BL performance data, M3 input) into actionable insights.

• Strategic Thinking & Business Problem Solving
  • Translates multi-BL business strategy into well-defined COE standards.
  • Brings an outside-in perspective; benchmarks across BL segments and delivery models.
  • Comfortable building strategy where no prior playbook exists and simplifying complex, multi-segment problems.
  • Shapes COE's strategic posture toward new/emerging business models (e.g., Retail/Local).
• Connect Strategy with Execution

  Links cross-BL strategic priorities to standards Service Delivery can execute. Identifies data-driven trade-offs and flags execution risks tied to BL complexity before they become in-season problems.

• Leadership & Collaboration

  Strong track record of building trusted relationships and influencing without authority across Group Managers, Service Delivery leadership, product teams, and COE leadership. Outstanding verbal, written, and presentation skills for high-stakes alignment conversations.

• Execution Orientation

  Proven ability to manage multiple workstreams in fast-paced, seasonal environments, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps.

Pay

Intuit provides a competitive compensation package with a strong pay-for-performance approach, including eligibility for cash bonuses, equity rewards, and benefits. Pay is based on job-related knowledge, skills, experience, and work location. Expected base pay ranges:

• San Diego: $137,500 – $186,000
• Mountain View, CA: $147,500 – $199,500
• New York: $131,500 – $178,000