The case for change.
Jeff Jones
President & Chief Executive Officer, H&R Block | Board Director | Committee Chair
It’s always invigorating to be back in the classroom to learn and hear fresh perspectives. I so enjoyed being on campus at?Harvard Business School?last Thursday with Professor?Nitin Nohria?and Research Associate?Kayti Stanley?for the inaugural presentation of their new case on?H&R Block’s?transformation.
My performance was graded by the students in the class. We talked about the challenges of driving change in large organizations with rich histories, as well as the evolving market for tax preparation services, how we're competing in small business and financial products, the potential risks and benefits of #AI for our business and our customers (and how we are navigating them), and how students would make future capital allocation decisions as we consider the next horizon and future strategy of our business.
I appreciated the questions and dialogue about my leadership style, how I’ve built my team at Block to support innovation, and the importance of transparency and authenticity in building trust and helping people believe they can achieve ambitious goals. Culture is everything.
Our transformation story is not complete (it never is!), but having HBS choose to document and teach this first chapter is quite the honor and incredibly humbling.
Appreciate HBS alum and Block Chief Strategy and Small Business Officer?Jamil Khan?joining us too!
#transformation #DigitalTransformation #AI #HRBlock #BlockPride
Grants Management Coordinator/ Project Manager/ UX Researcher
3 个月Hi Jeff. I haven’t received the best customer service from H&R block and I am highly disappointed and in a huge pickle with the IRS. I got my taxes done in 2022 by Melinda Keller who made SEVERAL mistakes resulting in TWO letters address to me from the IRS. H&R block professionals failed to catch the mistake on the first letter and haven’t responded to me appropriately regarding the second letter. As a company you all have provided ZERO ways to provide the aggressive care I need to resolve and issue created by your tax professionals. I have been left high and dry when I should’ve received serval follow up calls by now. You all have no corporate professional I can speak to above your customer service reps who can only make appointments and re escalate and already escalated situation with a time of 3-5 business days which is ridiculous and unacceptable especially for time sensitive situations. I NEED HELP TODAY and in a company with over 4,000 employees there apparently is NO ONE that can offer me support today
President | Chief Operating Officer | Chief Strategy Officer | Board Director | Transformation Executive| Turnaround Leader | Scaling Startups | Artificial Intelligence Innovator
1 年Jeff Jones kudos to you and the H&R Block team!
Principal & Director of Marketing at NovaStar Solutions
1 年Wow Jeff, impressive! Culture IS everything. Why am I not surprised you have reached such lofty heights….
Vice President - International and Integrated Delivery at H&R Block
1 年Thank you for leading our transformation and sharing our story, Jeff. Keep climbing!
Director of Recruiting @ McKinney | Eternal Optimist Ad Age Best Places to Work: 2025 Fast Company Best Workplaces for Innovators: 2024 Ad Age A-List Agency Standout: 2024 MM+M Top 100 Agency: 2024 [McKinney Health]|
1 年I love it - did they give you an "A" Professor Jeff Jones? So great!