Vice President, Customer Experience

Intuit • San Diego, CA

111d

About The Position

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.

Requirements

• 15+ years of senior leadership experience in customer success, retention, growth strategy, or customer experience.
• Proven success in delivering results in a fast-paced, dynamic environment.
• 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.
• Expertise in building and scaling high-performing teams, cultivating a culture of innovation, operational excellence, and accountability.
• 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.
• Deep expertise in leveraging customer insights, advanced analytics, and success metrics (e.g., tNPS, contact reduction, first contact resolution) to guide strategic decision-making.
• Exceptional executive presence with the ability to inspire and influence cross-functional stakeholders.
• Superb written and verbal communication skills, with the ability to craft compelling narratives and articulate vision.
• Strong understanding of emerging trends in CX and Customer Success, with a demonstrated ability to bring forward-looking, innovative approaches.

Nice To Haves

• Advanced degrees (MBA or equivalent) are highly preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Career Level: Executive
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree