VP, Customer Experience & Growth

Intuit's mission is to power prosperity around the world. Our Consumer Group, home to TurboTax and Credit Karma, serves tens of millions of people navigating some of the most consequential financial decisions of their lives: filing taxes, building credit, managing debt, and growing savings. We are transforming from a seasonal tax company into a year-round financial platform, and customer experience is at the center of that transformation. We are looking for a VP, Customer Success to lead that transformation. This is not a traditional customer success role. It is a growth mandate: building a proactive, AI-enabled CS engine that drives retention, grows lifetime value, and unlocks year-round revenue across TurboTax and Credit Karma. You will be directly accountable for measurable business outcomes — not just satisfaction scores, but revenue retention, engagement, and customer lifetime value. The heaviest weight of the mandate sits on transforming Credit Karma's customer experience, including Credit Karma Money, its growing consumer banking and daily financial management product. The right person for this role is a full-lifecycle leader who thinks beyond the service queue: someone who connects customer experience to business outcomes, influences product roadmaps without owning them, uses AI and data to personalize engagement at scale, and has the hunger and trajectory ambition to grow into a broader leadership role over time. You will report to the SVP of Customer Success and operate at the most senior levels of the Consumer Group. Credit Karma CX Transformation Credit Karma has historically underinvested in its customer success function. The result is friction-heavy support experiences, undertrained experts, and an operating model that does not yet reflect the quality of the product it serves. You will lead the strategy to change that: integrating Credit Karma into Intuit's customer success operating system, migrating off a legacy third-party CRM onto Intuit's homegrown platform, and rebuilding the talent and capability infrastructure to deliver world-class consumer service at scale. Year-Round Consumer Engagement TurboTax has historically been a seasonal product. Credit Karma Money — Intuit's consumer banking product offering checking accounts, high-yield savings, instant cash advances, and daily financial management — changes that. Customers who bank with us interact with their money every day. This creates a genuine opportunity to build an ongoing financial relationship with tens of millions of consumers, not a once-a-year tax filing transaction. You will own the strategy to activate CS capabilities as a growth flywheel: proactive outreach, personalized financial guidance, expert connections at moments of financial need, and engagement experiences that drive retention and lifetime value year-round. Candidates with consumer fintech, banking, or personal finance experience will have a meaningful advantage in this dimension of the role. TurboTax CX Excellence Most TurboTax customers file on their own, and the moments they reach out for help are the ones that matter most: a stuck return, a confusing notice, a question that needs to be answered correctly and fast. You will own the strategy to make those moments a source of confidence instead of frustration, backed by human expertise that resolves issues the first time. This work goes beyond the individual interaction. You will drive friction removal across the entire DIY experience end to end, using contact patterns and journey data to find where customers get stuck before they ever need to reach out, and you will push product teams to fix root causes rather than build more support capacity around them. What you learn from every contact and every friction point becomes signal that feeds the broader Consumer Group retention strategy.

Lead the end-to-end CX strategy for TurboTax and Credit Karma, translating customer insight into experience improvements,