Customer Spotlight: How Intuit Empowers Employees to do the Best Work of their Lives (Part 2 of 2)
In case you missed it—here’s Part 1 of our conversation with Michelle Deneau, Director of HR Business Intelligence at Intuit.
Our second round of Q&A with Michelle includes a deep dive into building an organization centered around employees and what it means to hone in on “People Success.” Michelle shared with us some of the ways her team has been able to drive the happiness and success of people at Intuit, and advice for other companies and teams to begin to do the same.
Part 2: Achieving business success through a people-centric approach
Sneh, Glint: How has your team’s work to integrate your employee insights into the business strategy furthered Intuit’s focus on being a people-centric organization? Why is this important?
Michelle, Intuit: Intuit, for many years, has been a people-centric organization. Our true north is people, customers, partners, and shareholders. And the thought process is very intentional that employees are prioritized first on that list. Without our employees doing what they do, there would be no customers—without our employees there would be no partners enabled to work off of our platforms and technologies—and without all of that, there wouldn’t be any shareholders!
Intuit’s mission is “powering prosperity around the world.” It’s an exciting mission—and the way we achieve this is by putting employees first.
Workforce insights are so important to understanding how our people are successful: Are they thriving? Are they doing what they love to do? Are they customer-obsessed? Without employee data and insights—it’s a black box. We don’t know how they’re feeling, we don’t know what they’re doing, and we don’t know how we’re doing compared to other companies.
Through data and analytics, we can understand our employees in ways that we never could before and ultimately answer the question: is our talent thriving and achieving our company mission?
Sneh, Glint: How would you define “people success” at Intuit?
Michelle, Intuit: “People success” to us means that our talent is thriving. It’s not that they are just showing up to work, getting their job done, and going home. We want our talent to be passionate about solving for and delighting our customers—really having that impact on our customers in a profound way.
If we are really powering people success—we are enabling our employees to do that and do the best work of their lives.
Sneh, Glint: How do you apply design thinking and innovation to drive your people-centric strategy?
Michelle, Intuit: We design for customer delight and use that same mindset in HR. We think about our workforce as our customers. The question here really becomes: How do we create this great experience, similar to how we create a great experience throughout products, to delight our employees?
It really flips your perspective from “I’m an HR expert in this process and here are all the things you need to know about my process” to us developing deep customer empathy. Our teams are going out there to understand how the employees feel, what’s their experience like, and how we enhance that experience.
Sneh, Glint: How has Glint been able to enable your “people success strategy”?
Michelle, Intuit: I now feel more plugged into our employee sentiment than I did before. When we launch our engagement pulses through Glint— our employees tied back to that idea of being customer-obsessed and provide a ton of comments. We had almost 15,000 comments!
The move from manual content analysis to using Glint’s Narrative Intelligence (NLP technology) gives us a deeper understanding of themes, sentiments, topics that are surfacing in our employee comments. I’m able to get into the platform right away to not just read the comments, but to understand how employees are feeling. I love that!
It’s accelerated us in terms of identifying hot spots and bright spots—what are the things that are on their minds and get at that much much more quickly, efficiently—and frankly, without personal bias.