Helping People Navigate Change

Intuit's tax professionals depend on timely, accurate information to support customers during one of the busiest seasons of the year. During the COVID-19 pandemic, Intuit experienced a significant shift to remote work, making clear communication and employee engagement more important than ever. With thousands of employees across the country, messages often passed through multiple layers of leadership before reaching the people who needed them most. My role was to make sure those communications remained clear, actionable, and easy for leaders to communicate without losing their meaning.

I drafted executive communications on behalf of the Vice President of Product Management and Services, including quarterly leadership updates for thousands of tax and bookkeeping professionals. I also led communications for enterprise initiatives such as a company-wide mobile app launch and weekly tax season readiness updates, partnering with leaders across the organization to translate complex changes into messages employees could quickly understand and act on. Beyond change communications, I managed content for the Intuit Expert Community and partnered with Human Resources to support onboarding, training, recruitment, employee engagement, and other initiatives designed to keep a large remote workforce informed and connected.

One of my favorite examples came during tax season, when we were tasked with encouraging tax professionals to stay on top of their Work in Progress (WIP) cases. Looking for a way to make an important reminder more memorable, I titled one weekly update "WIP It, WIP It Good." The reference struck a chord. One sales leader changed his Zoom background to an image of Devo from the Whip It music video, adding a touch of humor to an otherwise routine operational reminder. It was a simple, creative way to show people we understood the pressure they were under while still reinforcing an important business objective.

Communications supporting major enterprise initiatives achieved email open rates of 62% and click rates of 36%, reflecting the value of clear, timely messaging during one of the most challenging periods in the company's history.