Director of Data & Analytics, Intuit Customer Success

Intuit - Mountain View, CA

Full-time - Senior

Mountain View, CA

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Director of Data & Analytics at Intuit Customer Success is responsible for leading data-driven strategies across product, services, and operations to enhance customer experiences and operational excellence. This role involves spearheading the development of product analytics, collaborating with cross-functional teams, and driving the maturity of data practices to support the scaling of services and retention of customers. The position also focuses on building a high-performing analytics team and fostering partnerships with various stakeholders to leverage data insights effectively.

Responsibilities

• Drives strategic cross-Intuit partnerships to design and drive high-quality product analytics by leveraging existing data platform capabilities.
• Collaborates with a matrix team to drive the end-to-end lifecycle of Customer Success products, services, and operations.
• Drives strategic thinking to build platform capabilities supporting experts, operators, and service delivery managers based on critical service delivery attributes.
• Partners with cross-functional stakeholders to create a single, accurate view of users across various Customer Success functions for data-driven decisions.
• Develops and grows an exceptional team of technical data analysts, business data analysts, and data scientists; prioritizes the team's work to maximize effectiveness and impact.
• Represents data and analytics function on cross-functional engineering and business leadership teams, inspiring data-driven change around customer delight and operational excellence.
• Drives data maturity for day-to-day operations including scheduling, demand forecasting, capacity planning, and expert lifecycle analysis.
• Develops strong partnerships with Analytics, AI, and Data Engineering teams to accelerate data outcomes and support real-time events.
• Collaborates on the full cycle of iterative big data exploration, including hypothesis formulation, algorithm development, and action planning.
• Provides guidance to business leaders on harnessing insights to support critical business needs and goals.
• Builds a high-performing organization that develops future leaders in analytics capabilities.

Requirements

• 15+ years of experience working in product analytics.
• 5-8 years experience managing business data analysts with a proven track record of building high-performing data teams.
• Strong business acumen and ability to iteratively mature data to drive higher order analytics and AI use-cases.
• Excellent storytelling and communication skills to build relationships with diverse stakeholders.
• Ability to manage complex, cross-functional projects end-to-end and drive organizational change.
• Proficient in analytics tools and patterns with an understanding of modern data stack trends.