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. You'll ensure COE's standards reflect the full complexity of how Intuit serves customers, including segments actively evolving as part of the broader market strategy.

This role is ideal for someone with deep roots in tax or financial services who thinks naturally across complex, multi-segment environments and can connect enterprise strategy to how experts deliver for customers day-to-day.

Responsibilities

• Cross-Domain Business Line Strategy — Hold the cross-domain strategic view across all TurboTax business lines. Define how COE strategy connects to each business line'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 that defines how experts across each business line should deliver for customers. Ensure standards are clear, grounded in operational reality, 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 business line 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, surfacing emerging trends, risks, and gaps before they become execution problems.

Qualifications

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

  Expertise built through formal education, industry certifications, professional development, or years of hands-on experience is valued. Relevant domains include tax or 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 and 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 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.

• Execution Orientation

  Proven ability to manage multiple workstreams in a fast-paced, seasonal environment, 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. This position may be eligible for a cash bonus, equity rewards, and benefits. Pay is based on job-related knowledge, skills, experience, and work location. The expected base pay range for this position is:

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