Consumer Group Expert Services Operations - Business Line Strategy

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.

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.

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.