VP, Customer Growth & Experience Transformation

Lorikeet; San Diego (CA); On-site; USD 300,000 - 520,000; Full time

Job summary

Intuit seeks a VP, Customer Success to lead a transformative, AI-enabled CS engine across TurboTax and Credit Karma in the US. You will link customer experience to business outcomes, influence product roadmaps without owning them, and drive retention and lifetime value at scale.

You will report to the SVP of Customer Success and operate at the Consumer Group's senior level. You will lead Credit Karma CX transformation, migrate CRM to Intuit's platform, and build year-round engagement to grow

Qualifications

• 10+ years of senior leadership experience in CX or product management.
• Tracks of transforming consumer service at scale with measurable outcomes.
• Ability to influence product roadmaps without direct ownership.
• Experience applying AI to customer engagement and operations.
• Executive communication and cross-functional leadership at the C-suite level.
• Proven ability to drive revenue retention and lifetime value through CX.

Responsibilities

• Lead end-to-end CX strategy for TurboTax and Credit Karma across platforms.
• Transform Credit Karma's CX orgs, tooling, and talent standards.
• Own CRM migration strategy and ensure improved customer experience.
• Build year-round consumer engagement using AI-assisted engagement.
• Establish health metrics and drive churn reduction and retention.
• Influence product roadmaps by translating VOC into requirements.
• Partner with CS delivery, Product, Engineering, Marketing, and Data Science.
• Develop a high-performing CX leadership team and executive presence.

Skills

Leadership

Customer Success

Product Management

AI fluency

Executive presence

Strategic influence

Data-driven decisions

Job description

Intuit seeks a VP, Customer Success to lead a transformative, AI-enabled CS engine across TurboTax and Credit Karma in the US. You will link customer experience to business outcomes, influence product roadmaps without owning them, and drive retention and lifetime value at scale.

You will report to the SVP of Customer Success and operate at the Consumer Group's senior level. You will lead Credit Karma CX transformation, migrate CRM to Intuit's platform, and build year-round engagement to grow