Credit Karma · 2 days ago
Head of Customer Experience
Mountain View, CA
Full-time
Onsite
Director/Executive
$321K/yr - $350K/yr
10+ years expIntuit Credit Karma is a mission-driven company focused on championing financial progress for over 140 million members globally. They are seeking a Senior Director to lead the customer experience vision for Credit Karma Money, defining a world-class experience and driving business outcomes through a talented team and data-driven insights.
CreditFinanceFinancial ServicesFinTechPersonal Finance
Responsibilities
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
Qualification
Required
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
Benefits
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
Company
Credit Karma
Credit Karma offers a range of tools and personalized recommendations designed to help customers make the most of their money.
10001+ employees
H1B Sponsorship
Credit Karma has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (133)
2024 (134)
2023 (118)
2022 (130)
2021 (146)
2020 (140)
Funding
Current Stage
Late StageTotal Funding
$868MKey Investors
Silver LakeSV AngelCapitalG
2020-02-24Acquired
2018-03-28Secondary Market· $500M
2015-06-23Series E· $175M
Leadership Team
Ryan Graciano
Co-Founder & Consulting Advisor
Alicia Hwang
Managing Counsel
Recent News
500 global
2025-12-31
felicis.com
2025-12-30
globalventuring.com
2025-12-08
Company data provided by crunchbase