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Intuit Seasonal Business & Quality Insights Specialist in Mountain View, California

Overview

Seasonal Insights Specialists are part of a cross-organizational team responsible for providing Business Intelligence and Quality of Service insights. In this role, you will collaborate in a fast-paced environment with a startup culture that is known for continually reinventing itself. This is an exciting opportunity where you will help lead efforts that enhance our brand and make a difference in the experiences we provide to our customers, including internal and external stakeholders.

As a Seasonal Insights Specialist, you will be using speech and text analytics, among other sources, to provide meaningful and actionable data-based insights that drive innovative impact and play a key role in new initiatives. Your experience will bring detailed knowledge of, and solutions to, customer experience defects and opportunities based on both quantitative data (call metrics and speech analytics) and qualitative data (customer sentiment). You’ll also help eliminate pain in support experiences and work with relevant cross-functional groups to identify aberrations in customer experience flows.

What you'll bring

  • Exceptional written and verbal communication skills

  • Strong attention to detail

  • Ability to multi-task and adapt to a rapidly changing environment

  • Self-motivation and initiative

  • Collaboration skills within team and across teams

  • Critical thinking and problem-solving skills

  • Analytical mindset

  • Microsoft Office and Google Suite proficiency

  • Experience supporting TurboTax within the past 2 years or income tax experience preferred

  • Experience with data visualization tools (Tableau, Qlik, etc.) and strategic storytelling a plus

  • Database experience and knowledge of SQL: experience researching and manipulating complex and large datasets a plus

How you will lead

  • Meets deadlines and commitments

  • Communicates in a timely and responsive manner

  • Meets established cycle times and metrics

  • Gives and accepts feedback from peers and manager(s)

  • Prioritizes recommendations for process improvements

  • Exercises judgment within defined procedures and practices to determine appropriate action

  • Builds productive internal and external working relationships

  • Is able to work independently when necessary and understands work will be reviewed for quality

  • Understands influence and decisions impact the customer experience - Decisions impact both personal and team deliverables

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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