CASE STUDY Reorienting Credit Karma’s People OperationsCASE STUDY When Colleen arrived at Credit Karma, the company was exploring opportunities in fields such as mortgage lending to complement its main offer of free credit reports for consumers. It needed a new way of managing its rapidly expanding talent pool to continue providing quality service to existing customers while pursuing product-line extensions. Colleen first uncovered major organizational pain points in various ways: • Conducted numerous 1-on-1 meetings in her first two months as the kickoff to a basic needs assessment. • Identified consistent trends in employee/manager communication using additional surveys. For example, one of the lowest-scoring areas was regular employee feedback, the lack of which fed into ot

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