VP, Customer Growth

Job description

NerdWallet has earned its place as one of the most trusted brands in consumer finance. Millions of people turn to us to navigate some of the biggest financial decisions of their lives, from choosing a credit card to refinancing a loan to building an emergency fund. What we build next, and how we connect people to it, has the potential to meaningfully change how a generation manages its money. We’re creating the role of VP, Customer Growth to help lead that next chapter. This executive will be responsible for how NerdWallet speaks to, engages with, and builds lasting relationships with our customers across our owned channels, from email and push notifications to newsletters and emerging formats. Sitting at the intersection of growth, customer engagement, and product, the VP, Customer Growth will have direct influence on the go-to-market strategy for new NerdWallet-branded financial products. They will also build the data, segmentation, and engagement infrastructure that enables increasingly personalized customer experiences at scale. It’s a unique opportunity to shape the full customer relationship, from first discovery and product adoption to deeper engagement and long-term advocacy. This role reports to the Chief Product Officer and partners closely with GMs across the business, Data, Product, and Design. # **Why This Role, Why Now** NerdWallet isn’t searching for product-market fit. We’re building from an exceptional foundation: a trusted and beloved consumer brand, a large and loyal audience, and rich customer data that has yet to be fully realized as an engagement asset. And we’re at an important inflection point. We’re expanding from a financial guidance platform into a financial services provider. AI is fundamentally changing how consumers discover information, make decisions, and interact with brands. At the same time, we have an opportunity to build deeper, more personalized relationships with the millions of people who already turn to NerdWallet for help navigating their financial lives. The VP, Customer Growth will help define what comes next. The mandate is to turn the strength of our brand, audience, and data into an enduring customer relationship, building the communications infrastructure, engagement programs, and customer experiences that define NerdWallet’s next era. ***This is a rare kind of leadership opportunity: broad enough to influence the trajectory of the business, focused enough to drive measurable outcomes, and arriving at a pivotal moment in NerdWallet’s evolution.*** # **Where you can make an impact:** **Customer Communications** - Own NerdWallet’s owned-channel strategy end to end, including email, push notifications, newsletters, and other emerging channels. Set the vision for how we use each channel and how they work together to create a cohesive customer experience. - A core part of the mandate is building the engagement infrastructure underneath those experiences: the data architecture, segmentation, personalization, and automation capabilities that make relevant communication at scale possible. This is both a strategy and builder role: we’re investing in the foundation, not simply optimizing what exists today. **Customer Acquisition, Retention, and Engagement** - Drive measurable growth in customer acquisition, retention, and engagement through our owned ecosystem. Partner with GMs and Data to develop strategies tied to specific business objectives, from converting audience members into registered users and driving product adoption to deepening relationships with existing customers and creating the kind of loyalty that generates advocacy and word-of-mouth. - You’ll establish the right measures of success for each objective, build the operating rhythm around them, and own the outcomes. **New Product Go-to-Market** - Play a lead role in how NerdWallet brings new branded financial products to market. As we expand from a financial guidance platform into a financial services provider, you’ll be a key architect of launch strategy, customer messaging, and adoption programs. - Working closely with GMs, Product, Design, and other partners, you’ll build go-to-market strategies that leverage one of NerdWallet’s greatest advantages: an audience that already trusts us to help with important financial decisions. # **Your experience:** We’re looking for an executive who has built and scaled sophisticated, data-driven customer growth and engagement programs in consumer finance or a closely adjacent industry. You combine the channel instincts of a growth leader, the analytical rigor of an operator, and the customer and product intuition of a GM. You bring: - 10+ years of progressive leadership experience across growth, marketing, customer engagement, data, or related disciplines, including senior leadership experience in consumer fintech, financial services, or a closely related digital business. - Deep expertise in owned-channel strategy, including email, push, content, and other direct customer channels, as well as the data, segmentation, personalization, and automation infrastructure required to make those channels perform at scale. - A proven track record of driving measurable improvements in customer acquisition, engagement, retention, and lifetime value through multi-channel programs. - Experience operating with GM-level accountability, whether through direct P&L ownership or close partnership with product and business leaders to develop and execute go-to-market strategies for new products, businesses, or verticals. - A strong analytical foundation and the ability to translate complex customer and business data into clear strategies, priorities, and decisions. - Experience building systems and capabilities that create compounding value rather than relying solely on one-time campaigns or short-term optimization. - Experience applying AI and automation to customer engagement and/or customer support at scale, coupled with the judgment to know where technology improves the experience and where human connection still matters. - The ability to lead effectively across a matrixed organization, build influence without relying on formal authority, and create alignment among senior cross-functional stakeholders. - A genuine commitment to NerdWallet’s mission and a belief that helping people make better-informed financial decisions can be both good for customers and good for business. # **Where:** - This role will be remote (based in the U.S.). - We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well being of you and your family. # **What we offer:** **Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?)** - Industry-leading medical, dental, and vision health care plans for employees and their dependents - Rejuvenation Policy – Flexible Vacation Time Off + 11 holidays + holiday company shutdown - New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care - Mental health support - Paid sabbatical after 5 years for Nerds to recharge, gain knowledge, and pursue their interests - Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution - Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend (Only remote Nerds are eligible for the Wifi Stipend) - Work from home equipment stipend and co-working space subsidy (Only remote Nerds are eligible for these stipends) **Have Some Fun! (Nerds are fun, too)** - Nerd-led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities - Hackathons and team events across all teams and departments - Company-wide events like NerdLove (employee appreciation) and our annual Charity Auction - Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match **Plan for your future (And when you retire on your island, remember the little people)** - 401K with 4% company match - Be the first to test and benefit from our new financial products and tools - Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar - Disability and Life Insurance with employer-paid premiums If you are based in California, we encourage you to read this important information for California residents linked [here](https://www.nerdwallet.com/privacy-policy). NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment. NerdWallet will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and the San Francisco Fair Chance Act, which requires this [notice](https://www.sf.gov/sites/default/files/2022-12/FCO%20poster2020_0.pdf), as well as the Los Angeles Fair Chance Act, which requires this [notice](https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf). NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see: - E-Verify Participation Poster [(English+Spanish/Español](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)) - Right to Work Poster [(English)](https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdf) / [(Spanish/Español)](https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster_ES.pdf) LI-DNP