Transforming core services for Jackson Hewitt

Charlotte Mill

2 minute read

Based in Jersey City, NJ, Jackson Hewitt is the second-largest in-person tax-preparation service in the US, with nearly 6,000 locations nationwide, including approximately 3,000 kiosks in Walmart stores.

Friday will be helping Jackson Hewitt define their target customer experience - to meet the needs of approximately two million Americans for whom they prepare tax returns each year - and to redefine the role of digital in delivering core services to customers.

The resulting programme of work will use digital to make the tax filing process easier, more personalised, faster and more rewarding for their customers, and sustain a digital relationship between tax seasons.

Friday will also lead experience design and orchestrate the related technical development using Episerver for this customer-facing and staff-facing digital experience.

“We are excited to work with Friday, who bring a unique collaborative approach to help us re-imagine our end-to-end customer experience, and deep digital service design and engineering skills to help us build and deliver it” said Euan Campbell, CMO at Jackson Hewitt.

Friday will be working partly from Jersey City, co-located with the Jackson Hewitt team, and partly from Friday’s offices in London. Alex Wright, CEO of Friday commented, “We’re really excited to be working with Jackson Hewitt as part of their new phase of growth. It’s a fantastic opportunity to bring digital into the core of their business to transform the customer experience and drive competitive advantage.”

Charlotte Mill

Marketing Manager
View all thinking