Lindsey Nelson Email & Phone Number

San Diego, California, United States

Responsibilities include the following:- Developing and maintaining operational mechanisms for Places teams to ensure alignment, transparency, and efficiency.- Collaborating with HR, Intuit Tech, and other partners to ensure the Places teams are plugged into relevant operational mechanisms.- Supporting the VP of Places, and their direct reports, by ensuring operational mechanisms are optimized, executed, and documented.Working closely with comms to create and implement an effective comms strategy and voice, and developing presentation assets with the support of the comms team.- Partnering with Finance and Procurement to develop and monitor a holistic view of Places teams’ spend and identify opportunities for savings.- Coordinating 3/1 year planning efforts.- Overseeing team-wide initiatives, such as diverse vendor spending, cross-functional priorities, etcSupporting ad hoc and unexpected cross-functional projects.- Reviewing various projects and bodies of work on Places to deconflict overlaps or gaps in works by other Places teams.-Developing and continuously refine Places processes.

San Diego, California, United States

• Enabling the Human Resources organization to deliver outcomes with speed, empowering them to drive change with excellence, and enhancing their ability to scale impact across Intuit through driving execution of Intuit's most important priorities. • Playing a leadership role through program management and being a strategic thought partner to executive and senior leadership in cross-organizational mission-based teams that create offerings and services to accomplish things like: Employee Success to make work and life easier for employees through the delivery of data-driven, transformative and personalized experiences, ensure Intuit has a safe, ethical, and inclusive work environment, deliver a transparent, unbiased, intuitive and scaleable year-round talent & pay process, develop managers, reimagine work to move with velocity, and enable new operating processes for the company. • Role modeling change leadership across the company to bring all levels of employees along for the change journey to lead to successful outcomes.Establishing enduring governance structures and prioritization processes to align executive leaders on employee experiences that include: the delivery of a unified, consistent digital employee support experience, and employee compensation, benefits products and processes with finance and systems implications.• Designing and facilitating monthly global onboarding of new employees to empower them with excitement and knowledge about Intuit's strategy, vision, offerings, values and customer-driven innovation in order to provide them with speed to have a positive impact on the company.

Greater San Diego Area

• Enabling the Human Resources organization to deliver outcomes with speed, empowering them to drive change with excellence, and enhancing their ability to scale impact across Intuit through driving execution of Intuit's most important priorities. • Playing a leadership role and being a strategic thought partner to senior leadership in mission-based teams that create offerings and services to accomplish things like: ensure Intuit has a safe, ethical, and inclusive work environment, win top talent globally, develop managers, and enable new operating processes for the company. • Role modeling change leadership across the company to bring all levels of employees along for the change journey to lead to successful outcomes.• Designing and facilitating monthly global onboarding of new employees to empower them with excitement and knowledge about Intuit's strategy, vision, offerings, values and customer-driven innovation in order to provide them with speed to have a positive impact on the company.

Greater San Diego Area

• Accelerated growth for Intuit in emerging markets worldwide through leading programs and processes that span QuickBooks offerings and backend systems. Led boundaryless teams to launch new offerings and improve end-to-end processes in order to drive efficiency and scale. • Led the Contingent Workforce Program and associated project portfolio to support a major business transformation that will solidify Intuit's leadership position in the marketplace by establishing cost-effective third-party vendor relationships to handle business and administrative processes at lower costs.• Reimagined business processes for temps, independent contractors and outside service providers.• Coordinated all stakeholders and integrate processes and tools. Built communication processes with third-party vendors. Key Projects and Responsibilities• Led a worldwide team in the go-to-market planning and launch of a new online billing platform for QuickBooks Online (QBO) India to increase annual retention by +5%, and average selling price by +20%, while improving customer and agent experiences.• Engaged and integrated a new Managed Service Provider to manage contingent workers globally. Offboard the current MSP and Vendor Management System to replace with a bundled solution with PROUnlimited. Serve as the overall PMO for this large, cross-functional program consisting of 6 major workstreams, each with its own project team and project plan.• Managed a Spend Management Initiative, which includes bringing on a Business Purchasing Organization, a third-party procurement supplier vendor. Develop an implementation plan with the third-party and drive/track execution of that plan to ensure successful implementation. Play a key leadership role to in planning and executing the following business goals to optimize spend and save $16 million over 3 years.

Greater San Diego Area

• Drove the success of multi-year, multi-phase programs with a diverse group of internal and external stakeholders. The results impacted crucial business objectives of one or more groups. Partnered with cross-functional business and development leads to execute continuous improvement roadmaps. o Increased customer delight by driving continuous improvement of service quality. o Communicated progress and presented outcomes across organizations and levels up to senior executives.Key Projects and Achievements• Customer Satisfaction - Owned the strategic direction, roadmap and measurable outcomes for net promoter results (NPS). Identified areas of opportunity and drove improvements to the agent and customer experience. Implemented 15 targeted improvements that increased the TurboTax NPS by 9 points. Created a comprehensive, automated data strategy using customer and agent feedback along with process excellence methodologies to identify critical areas of opportunity in the agent and customer experience.• Partner Product Support - Created policy, training, and implementation with TurboTax external product support partners that resulted in 53% YOY reduction in discounts, totaling $11.6M in savings while maintaining benchmark levels of service.• Staffing, Recruiting - Led a cross-functional team through the implementation of a flexible scheduling process and solved a critical problem attracting and hiring qualified tax experts to meet peak periods. Implemented a multifaceted strategy that included a third-party vendor and a new virtual training strategy that attracted thousands of tax experts generating significant cost savings in workforce management.• Service Delivery - Managed the high- risk, complex technical implementation of an agent e-filing tool within Salesforce. Led five global teams across two business units. Reduced Agent Handle Time by 2 minutes, reached a benchmark 84% agent satisfaction with the tool, and NPS increased 4 points.

Greater San Diego Area

• Managed the execution of a portfolio of multi-phase programs consisting of multiple projects and teams to an end-to-end solution. Maintained a strategic focus to capitalize on opportunities for change and to enhance the business while mitigating risks. o Worked with senior leadership at a strategic level as a process/program Subject Matter Expert with a focus on providing a delightful and easy customer filing experience. Drove cross-functional collaboration across the Consumer Tax Group and other Intuit business units.Key Projects and Achievements• Product Management -- NetSpend Premier Prepaid Card offering in TurboTax - Managed the implementation, strategic planning, improvements and partner relationship of NetSpend. First two years resulted in 1.7M cards ordered, $2.8B in tax refund loads and over $5M in commission revenue with YOY increases.• Data Acquisition – Managed execution of this top priority to leverage third-party partnerships with financial institutions to access and use all relevant data automatically for TurboTax customers.• Strategic Planning and Communications-- Affordable Care Act – Managed the leadership team's strategic development plans for minimizing the fear, uncertainty and doubt that TurboTax customers may have due to ACA impacts on taxes.

Greater San Diego Area

• Managed the implementation of innovative debit card products to customers through several of Intuit's products. o Partnered with product management, marketing, and engineering to design and develop methods to increase debit cards revenues.Key Projects and Achievements • Product Development, Improvement, and Launch -- Debit Card Programs – Launched two new offerings– TurboTax Card and GoPayment Card, and enhanced existing Intuit Pay Card and Intuit Refund Card programs. Managed external partner relationships with VISA®, Bancorp Bank and internal partners across the company and improved processes that enhance customer experiences. Resulted in scaling from a few thousand to 2M cards.• Fraud Mitigation – Developed processes to support the Customer Care debit card team, TurboTax Public Relations, and VISA customer service team to address customer escalations, fraud investigations, questions and concerns both proactively and reactively. Resulted in mitigating risks to Intuit's business and brand.

Greater San Diego Area

• Managed several software development projects in an agile environment, from initial planning through production. Projects focused on delivering process management solutions for the development of the TurboTax product. Key Projects and Achievements• Continuous Improvement --Tax Content Change Communication Tool (TC3) - Identified process improvement opportunities in development processes in collaboration with TurboTax Development teams. o Defined project scope, developed schedules and budget, and managed project execution, training, and ongoing support. Developed an automated, efficient development tracking and communication tool allowing for a virtual team strategy and faster code delivery.

Greater San Diego Area

• Co-led the operations and strategic direction of HSBC Auto Finance's Dealer Mail program and team members, managed all phases of enhancement projects designed to attract dealership partners and increase auto loan originations. Key Projects and Achievements• Marketing Enhancements to Increase Profitability - Launched various program enhancements, including the follow-up postcard and manufacturer logo marketing options and web-based creative proofing with external vendor. o Realized a 40% improvement in YOY customer response and 50% drop in YOY refund rate to dealerships that drove significant increases in the program profitability.• Dealer Mail Event Management Tool – Managed all efforts related to the web-based tool, including designing the system through development, testing, implementation, and training. Resulted in automating all Dealer Mail program's processes, increased efficiency, and minimized risk of manual errors.

Greater San Diego Area

• Acted as a liaison between the Finance Team and Technology Team manage projects from idea to implementation. • SME and project analyst of the financial offering and systems, analyzed impacts, and developed business requirements, functional requirements, test scripts, user acceptance testing plans, and post-implementation documentation.

Greater San Diego Area

• Managed a staff of internal auditors and compliance analysts to ensure company compliance with Federal, State, and Investor regulations. Managed the loan quality control and partner relationship management with a third-party documentation service (Digital Docs).

Washington D.C. Metro Area

• Conducted accounting and business analysis to provide policy and advice to support key corporate initiatives and to ensure outstanding returns. Monitored and proposed GAAP changes that impact Freddie Mac's business.

Washington D.C. Metro Area

• Reviewed and tested the controls within a client’s information systems environment and performing financial audits for financial service industry clients during tax season. Primary focus on Financial Services and Government clients, including Navy Federal Credit Union, FNB Bank, and the Social Security Administration.

Mba, Accounting & Information Systems

Activities and Societies: Sigma Delta Tau Sorority, Honor's Society MBA in Accounting and Information Systems, May, 1999, GPA: 3.71

B.S., Accounting

Activities and Societies: Sigma Delta Tau Sorority, Honor's Society BS in Accounting, May, 1999, GPA: 3.50