Consumer Group Expert Services Operations - Business Line Strategy

Intuit Inc.; Frisco (TX); On-site; USD 130,000 - 190,000; Full time

Job summary

Intuit is seeking a senior Business Line Strategy leader to synthesize multi-segment priorities and translate them into actionable COE standards for expert networks. You will align across TurboTax, CreditKarma, ProTax, and other lines to ensure coherent delivery strategy and impactful customer experiences.

The role emphasizes cross-functional leadership, data-driven decision making, and the ability to shape strategy in new and evolving business models within Intuit's expert network ecosystem.

Qualifications

• 5–7 years of experience in customer experience strategy or related fields.
• Experience coordinating across multiple business lines or segments.
• Familiarity with advisor workforce models or delivery design is a plus.

Responsibilities

• Define COE strategy across TurboTax and other lines, aligning with customer calendars and delivery models.
• Coordinate with Group Managers to gather input and drive executable strategic direction.
• Translate strategy into COE standards and executable guidance for expert delivery.
• Craft narratives connecting COE strategy to business outcomes and expert experience improvements.
• Lead COE strategy for emerging segments like Retail/Local and for multiple regions.
• Monitor performance signals and adapt strategy to evolving customer and expert feedback.

Skills

Customer experience strategy

Program management

Multi-BL coordination

Cross-functional collaboration

Strategic storytelling

Stakeholder alignment

Data-driven insights

Education

Tax/financial services domain knowledge

Job description

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 — a diverse workforce of tax professionals and financial experts delivering assisted and full-service tax experiences to millions of customers. Intuit's growth strategy increasingly depends on expanding and deepening how we serve customers across multiple business lines: US Consumer, Canada, Biz Tax, TurboTax Product Support, ProTax Group, and CreditKarma. Each operates with its own customer calendar, regulatory environment, delivery model, and expert profile — and COE is responsible for ensuring the strategy that governs expert delivery stays coherent, connected, and aligned to where the business is going across all of them.

The Business Line Strategy role sits at that intersection. You'll synthesize what's happening across segments, translate business priorities into strategic direction for the Expert Network, and ensure COE's standards reflect the full complexity of how we serve customers — including segments that are actively evolving as part of Intuit's broader market strategy. COE drives the strategy; business line leaders provide critical input and retain execution within their organizations.

This role is well suited 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 actually 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 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 your assigned business lines. Build trusted relationships that enable Group Managers to provide 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 across all Service Delivery leaders. Communicate actionable recommendations in ways that drive alignment — not just awareness. Use BL performance data, VOC, and expert feedback to make the case.
• 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. Surface emerging trends, risks, and gaps before they become execution problems for Service Delivery.

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

• We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is the expertise you bring. 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 to this role.

Customer-Centered Mindset

• Deep commitment to understanding expert and customer needs as the foundation for every strategic decision. Proven ability to synthesize quantitative and qualitative data from listening posts — VOC, BL performance data, M3 input — into insights that drive action.

Strategic Thinking & Business Problem Solving

• Translates multi-BL business strategy into well-defined programmatic COE standards. Brings an outside-in perspective; benchmarks across BL segments and delivery models. Comfortable building strategy where no prior playbook exists.
• Ramps quickly in new BL domains. Simplifies complex, multi-segment strategy problems and develops actionable recommendations. Shapes COE's strategic posture toward new and emerging business models (Retail/Local).

Connect Strategy with Execution

• Links cross-BL strategic priorities to standards that Service Delivery can execute. Identifies data-driven trade-offs and flags where BL complexity creates execution risk before it becomes an in-season problem.

Leadership & Collaboration

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

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, working swiftly to resolve them.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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