Vice President, Customer Experience

Overview

Intuit is seeking a visionary Vice President of Customer Success and CX to elevate the role Customer Success plays in driving growth and deepening engagement across Credit Karma and Core TurboTax Experiences. This critical leadership role defines and sets the vision for how Customer Success contributes to Intuit's broader strategy, combining oversight of retention, satisfaction, and key operational metrics with CX leadership focused on lifecycle strategy, customer journey mapping, and sustainable, year-round engagement. This VP will lead transformative initiatives to embed operational excellence, remove customer friction, and architect systems that deliver exceptional experiences, inspiring trust and deepening customer

loyalty within Intuit’s ecosystem.

What you'll bring

• Extensive Leadership Experience: 15+ years of senior leadership experience in customer success, retention, growth strategy, or customer experience, with proven success in delivering results in a fast-paced, dynamic environment.
• Demonstrated Strategic Impact: A track record of defining and executing growth-focused customer strategies that drive measurable improvements in retention, satisfaction, lifetime value (LTV), and overall business performance.
• Transformational Leader: Expertise in building and scaling high-performing teams, cultivating a culture of innovation, operational excellence, and accountability, and leading organizations through transformative change.
• Visionary Thinker with Operational Expertise: Proven ability to balance big-picture strategy with operational rigor, driving the development of scalable systems, tools, and processes that deliver sustainable customer engagement and efficiency.
• Data-Driven Decision Maker: Deep expertise in leveraging customer insights, advanced analytics, and success metrics (e.g., tNPS, contact reduction, first contact resolution) to guide strategic decision-making, remove friction, and improve customer outcomes.
• Executive-Level Influence: Exceptional executive presence with the ability to inspire and influence cross-functional stakeholders, align priorities across diverse teams, and serve as a trusted advisor to senior leadership.
• Exceptional Communicator: Superb written and verbal communication skills, with the ability to craft compelling narratives, articulate vision, and deliver data-driven recommendations to executive audiences.
• Customer-Centric Innovator: Strong understanding of emerging trends in CX and Customer Success, with a demonstrated ability to bring forward-looking, innovative approaches that reinforce customer trust and loyalty.
• Educational Credentials: Bachelor’s degree in Business Administration, Marketing, Finance, Operations, or a related field; advanced degrees (MBA or equivalent) are highly preferred.
  
  

How you will lead

• Reduce Customer Friction: Set the vision to eliminate friction points and optimize end-to-end contact journeys for top customer pain points across Credit Karma and TurboTax. Proactively anticipate emerging issues and drive customer service readiness in collaboration with product and marketing teams.
• Drive Customer Lifecycle and VOC Feedback Loops: Lead customer-centric strategies to map and optimize every stage of the customer journey. Champion VOC insights to inspire innovation, utilizing actionable data to surface friction points, guide improvements across product, marketing, and customer success, and reinforce trust and brand loyalty.
• Enhance Customer Engagement and Retention: Advance customer conversion, retention, and attach rates by spearheading CX innovation with tools like automation, insightful data platforms, and workflows that empower agents to elevate ecosystem engagement. Deliver year-round value through embedded help, intuitive self-service solutions, and meaningful engagement across customer touchpoints.
• Unify Platforms for Credit Karma: Modernize and unify CX platforms specific to Credit Karma by leveraging Intuit-wide capabilities and proven systems. Optimize tools, technology migrations, strategic staffing models, and operating mechanisms to deliver scalable retention-focused impact and operational efficiencies.
• Develop the Team for Future Success: Build and nurture the strategic evolution of the Credit Karma and TurboTax Core customer success organization. Foster a culture of growth, operational excellence, and innovation, while assessing team capabilities, implementing best-in-class practices, and aligning the organization around shared goals to deepen member engagement and deliver exceptional experiences.