Are You Creating Value for Your Customers?

The democratization of research continues to grow—and with it, the complexities of research operations. This week, we chatted with Garrett Tsukada, Head of Customer Connect UX Research Operations at Intuit about how research ops supports democratization at scale. He talked about how Intuit approaches research democratization for a 14,000+ team, guardrails and processes to ensure research quality, advice for starting and scaling a research operations function, and more.

Highlights

• [04:39] How Intuit approaches research democratization at scale
• [11:53] The compounding value of research education
• [13:28] Guardrails and processes to ensure research quality
• [24:02] Keeping up with the growing demand for democratization
• [27:37] Balancing the 6 pillars of research operations
• [32:18] Advice for starting and scaling a research operations function

About our guest

Garett Tsukada is Head of Customer Connect UX Research Operations at Intuit. He leads a global Research Ops team to amplify the value and impact of connecting with customers at scale, drive operational impact, and foster a culture of innovation and customer obsession.