Product Insights Lead - Customer-Driven Strategy

H&R Block, Inc.; Northern (KY); Hybrid; USD 110,000 - 176,000; Full time

Job summary

H&R Block, Inc. is seeking a Manager of Product Insights to lead the strategy, development, and performance of Product Insights across Customer Care portfolios. You will guide a team that turns customer signals into product priorities and measurable outcomes.

Reporting to the Director of Support Strategy & Product Insights, you will drive governance, roadmaps, and investment decisions. You will establish mechanisms to surface customer issues, oversee weekly and monthly reviews, and partner with

Qualifications

• BS/BA in a related field or equivalent experience.
• 8+ years across customer support, product management, product operations, or strategy including 3 years leading people.
• Exceptional analytical skills to identify patterns and translate findings into actionable recommendations.
• Strong customer advocacy mindset ensuring the customer voice informs product decisions.
• Proven ability to influence senior stakeholders and manage complex product portfolios.

Responsibilities

• Lead a high-performing Product Insights team aligned to key product portfolios.
• Translate customer feedback and data into prioritized recommendations influencing strategy and roadmap.
• Own the portfolio, balancing customer impact, demand, and business value.
• Establish repeatable mechanisms to surface customer issues and trends for Product leads.
• Design and govern recurring Product Insights operating rhythms and reviews.
• Own intake and tracking of customer-driven insights and known issues with clear ownership.
• Shape customer impact strategy for launches and product changes including risk and outcomes.
• Advise Product Directors and leadership using customer evidence in roadmaps and investments.
• Lead quarterly and annual planning to represent customer and support priorities.

Skills

Analytical skills

Stakeholder influence

Leadership

Customer advocacy

Education

BS/BA in related field

Job description

H&R Block, Inc. is seeking a Manager of Product Insights to lead the strategy, development, and performance of Product Insights across Customer Care portfolios. You will guide a team that turns customer signals into product priorities and measurable outcomes.

Reporting to the Director of Support Strategy & Product Insights, you will drive governance, roadmaps, and investment decisions. You will establish mechanisms to surface customer issues, oversee weekly and monthly reviews, and partner with