Answer Curator Lead, Customer Care

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks®, Quicken® and TurboTax®, but that’s just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the country's leading providers of web-based applications and solutions.

Come join Intuit as part of the Small Business team as an Answer Curator Lead, Customer Care. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business.

Are you passionate about creating great user experiences and contributing insight and clarity to the experience design process? Are you an experienced lead longing to offer your expertise, leadership, and content to small businesses?

Today, with small business owners lacking sufficient time or desire to digest a novel in order to solve a product or small business issue, effective and engaging content is a key element in our mission to help small business owners be successful. The Lead for the answer curator team will build out and implement a content strategy designed for customer accessibility, convenience and resolution. Partnering with key members of the engineering, product management, customer support and marketing teams, the lead curator will develop and implement processes across the ecosystem of writers for how content is created, edited and maintained. A strong testing and measurement approach along with a heavy focus on reclaiming ease for customers will enable the content curator to succeed.

Responsibilities:
• Improve customers' experiences by focusing on ease of use and delight, measuring how we're doing, and driving priorities to improve.
• Work with the team and key stakeholders to define and execute against a strong vision for content creation and content improvement strategy
• Establish strategy and one year objectives for team
• Envisions the future and generates strategies to "change the game".
• Work across teams to build and improve the Voice Of Customer (VOC) operating mechanisms
• Manage a team of answer curators to ensure the ecosystem is working
• Collaborate across functional and product groups to plan and drive innovative improvements to methodologies, strategy, and processes
• Lead, evangelize and influence through a position with significant scope and duties. Be a key influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization.