Chief Customer Experience & Growth

Intuit Inc.; San Diego (CA); On-site; USD 320,000 - 433,000; Full time

Benefits offered by this job

Cash bonus eligibility

Equity rewards

Job summary

Intuit Inc. is seeking a VP, Customer Success to lead a transformation across TurboTax and Credit Karma, building an AI-enabled, proactive CS engine focused on retention, engagement, and lifetime value year-round.

This role requires a full-lifecycle leader who links customer experience to business outcomes, influences product roadmaps, and operates at senior levels within the Consumer Group.

Qualifications

• 10+ years of senior leadership experience in customer experience, product management, or a combination of both.
• Proven track record of transforming a consumer service organization.
• Deep consumer product instincts for high-stakes, emotionally loaded decisions.
• Experience driving revenue and retention through customer success—NRR, LTV, and engagement.
• Ability to influence product roadmaps without direct ownership.
• AI fluency: applied AI or agentic tools to transform a CS model.

Responsibilities

• Lead the end-to-end CX strategy for TurboTax and Credit Karma, translating customer insight into experience improvements and business outcomes.
• Transform Credit Karma's CX organization—operating model, tooling, talent, and quality standards.
• Own the Credit Karma CRM migration strategy with engineering and platform partners.
• Build year-round consumer engagement using AI-assisted expert connections and personalized guidance.
• Establish a leading health framework across platforms: contact rate, resolution quality, NPS, CSAT, retention.
• Influence product roadmaps by translating VOC into prioritized requirements.
• Own the strategy and outcomes for CX across TurboTax and Credit Karma, partnering with CS Delivery Platform, Product, Engineering, Marketing and Data Science.
• Lead and develop a high-performing CX leadership team and operate as a senior Consumer Group leader.

Skills

Leadership

AI fluency

Executive presence

Influence without ownership

Job description

Intuit Inc. is seeking a VP, Customer Success to lead a transformation across TurboTax and Credit Karma, building an AI-enabled, proactive CS engine focused on retention, engagement, and lifetime value year-round.

This role requires a full-lifecycle leader who links customer experience to business outcomes, influences product roadmaps, and operates at senior levels within the Consumer Group.