Staff, Customer Marketing Segment Strategy Leader – Defector

Staff, Customer Marketing Segment Strategy Leader – Defector

Category Corporate Strategy & Development

Location San Diego, California

Job ID 22809

Share Job Save Job Saved Job

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview Intuit's TurboTax business serves millions of DIY customers every season — but a meaningful share of that base is at risk of defecting to Assisted competitors each year. This role owns the strategy and execution to stop that leakage: identifying which customers are most likely to defect, understanding why, and converting them into TurboTax Assisted offerings before they leave You'll sit at the center of a high-visibility, cross-functional mission team with a clear mandate and the runway to drive it. This is a rare opportunity to own a strategic growth lever end-to-end — from segmentation and modeling through outbound execution and exec-level reporting — with direct accountability for one of TurboTax's most important retention and conversion opportunities. Responsibilities Cross-Functional Program Leadership Own program management for the cross-functional Defector Mission Team, driving operating cadence, milestone accountability, and executive-level reporting across Data Science, Lifecycle/CRM, Outbound Sales, Product, and Finance. Serve as the connective tissue across teams, ensuring strategy, modeling, and execution stay tightly aligned toward the save-rate target. Segment Strategy & Acquisition Playbooks Collaborate with Research and Data Science teams to define customer cohorts by defection driver (FUD, experience, price-value) and prioritize the highest-propensity segments for action. Build acquisition playbooks tailored to each segment, and lead scoring and segmentation aligned to various data modeling frameworks Partner with Marketing to ensure the top of the funnel is fueled with the right leads to support segment strategy Data-Driven Targeting & Funnel Optimization Partner with Data Science to operationalize the daily defector propensity model, translating scores into actionable outreach lists and test-and-learn campaigns. Develop targeting strategy to filter out low-intent and self-serve leads before they reach Sales, and lead MQL → SQL conversion modeling and funnel analysis. Pipeline & Capacity Planning Manage pre-booking and appointment pipeline strategy for TY26 and year round engagement Lead outbound lead pool sizing and capacity planning to support Concierge expansion. Performance Measurement & Executive Reporting Track and report against north-star metrics, both with cross functional stakeholders and senior leadership Communicate