Senior Analytics Lead: Service Quality & Defect Reduction

Intuit, Inc.; San Diego (CA); On-site; USD 172,000 - 249,000; Full time

Job summary

Intuit, Inc. is seeking an analytics leader to own the defect-reduction portfolio across the Expert Network and define the roadmap grounded in data. You will surface root causes, defend prioritization, and partner with product, platform, and operations to drive customer outcomes.

You will mentor Staff analysts, build AI-assisted playbooks, and translate insights into a prioritized, defensible roadmap that improves quality and reduces friction for customers.

Qualifications

• 10+ years in operational analytics, quality analytics, or continuous improvement focused on outcomes.
• Lean, Six Sigma, and RCA used to drive fixes from analysis.
• Strong SQL and working fluency in Python or R on large datasets; solid applied statistics.
• Track record turning data into prioritized, quantified roadmaps and validating outcomes.
• Experience owning a portfolio of domains or metrics and defending prioritization across demands.
• DPMO or equivalent rate-based measurement frameworks; translate defects into outcomes.

Responsibilities

• Design measurement for defect portfolio; tie rates to customer outcomes.
• Build and maintain defect funnels; evolve taxonomy as environment changes.
• Prioritize portfolio by modeled customer impact; defend with data.
• Analyze resolution, quality, sentiment, and friction signals in SQL and Python/R to isolate root cause.
• Validate impact with pre/post controls, cohort, and causal methods.
• Run end-to-end improvement loop: detect defect, verify root cause, launch initiative, validate outcome.
• Deploy RCA, Kaizen, VSM, and standard work as delivery mechanisms.
• Hold product, platform, routing, and back office dependencies accountable with data.
• Build dashboards and action-oriented reporting; present outcomes in reviews.
• Land uncomfortable findings with senior stakeholders when data contradicts narratives.
• Use LLM assistants and AI tools to create playbooks for the team.
• Mentor Staff analysts and support Mission Team expansion with coaching.

Skills

SQL

Python

R

Statistics

Operational analytics

Education

Bachelor's in a quantitative field

Tools

SQL

Python

R

Dashboards

Job description

Intuit, Inc. is seeking an analytics leader to own the defect-reduction portfolio across the Expert Network and define the roadmap grounded in data. You will surface root causes, defend prioritization, and partner with product, platform, and operations to drive customer outcomes.

You will mentor Staff analysts, build AI-assisted playbooks, and translate insights into a prioritized, defensible roadmap that improves quality and reduces friction for customers.