VP, Customer Experience & Growth

About the role

Overview 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