Head of Customer Experience

Intuit Credit Karma is a mission-driven company, focused on championing financial progress for our more than 140 million members globally. While we're best known for pioneering free credit scores, our members turn to us for everything related to their financial goals, including identity monitoring, applying for credit cards, shopping for insurance and loans (car, home and personal) and savings accounts and checking accounts* – all for free. Credit Karma has grown significantly through the years: we now have more than 1,700 employees across our offices in Oakland, Charlotte, Culver City, San Diego, London, Bangalore, and New York City.

*Banking services provided by MVB Bank, Inc., Member FDIC

Join Intuit Credit Karma's Consumer Group and lead the customer experience vision for Credit Karma Money, a key product within our ecosystem. We're looking for a passionate and strategic Senior Director to own the end-to-end member journey. You'll define a world-class experience that not only delights our users but also drives tangible business outcomes. You'll lead a talented team, partner with product and engineering leaders, and leverage data to solve customer pain points and create frictionless, valuable experiences.

What you'll do:

• Elevate the Experience: Define and execute a bold customer experience strategy for Credit Karma Money, translating our vision into a roadmap that aligns with Intuit’s broader goals.
• Lead with Impact: Coach, mentor, and inspire a high-performing team of CX professionals, fostering a culture of ownership and customer obsession.
• Uncover Insights: Dive deep into customer data—both qualitative and quantitative—to map the member journey, identify key opportunities, and champion initiatives that drive measurable improvements.
• Drive Collaboration: Act as the voice of the customer, partnering with Product, Engineering, Marketing, and Operations to ensure every touchpoint is cohesive and exceptional.
• Measure Success: Define and track critical CX metrics (like NPS and CSAT), using these insights to report on the business impact of your team's work and inform future strategy.
• Innovate and Adapt: Stay on top of emerging CX trends and technologies, experimenting with new approaches to keep our experiences at the forefront of the FinTech space.

What we are looking for:

• A seasoned leader with 10+ years of experience in customer experience, product management, or a related field, including at least 5 years in a senior leadership role.
• Proven experience in a highly regulated industry like FinTech or financial services, where you've successfully navigated complex challenges.
• A strong track record of building and leading successful teams that have driven significant improvements in customer satisfaction and loyalty.
• Exceptional analytical skills—you don't just look at data; you tell a story with it and turn insights into action.
• A compelling communicator who can influence and build strong relationships with stakeholders at all levels.
• Hands-on experience with customer feedback platforms, CRM systems, and data analytics tools.
• A genuine passion for the customer and a deep-seated belief that great experiences are a competitive advantage.

Pay Transparency Notice: 

Credit Karma’s mission of championing financial progress for all starts from within. That’s why we implemented role-based compensation, which ensures people who are in the same role receive the same pay with variations for geographic location only. It’s all part of a more comprehensive DEI strategy that helps level the playing field. The base salary range for this role is $321,000 - 350,000 plus equity and benefits. 

Benefits include:

• Medical and Dental Coverage
• Retirement Plan
• Commuter Benefits
• Wellness perks
• Paid Time Off (Vacation, Sick, Baby Bonding, Cultural Observance, & More)
• Education Perks
• Paid Gift Week in December

Equal Employment Opportunity:

Credit Karma is proud to be an Equal Employment Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information or other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance laws. 

Credit Karma is also  committed to a diverse and inclusive work environment because it is the right thing to do. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

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