Senior Analytics Lead, Service Quality & Defects

Intuit, Inc.; United States; On-site; USD 172,000 - 249,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit, Inc. is seeking an analytics leader to own a portfolio of defect domains, defining how success is measured and defended with data. You will build robust defect funnels, deploy rigorous causal analysis, and drive end-to-end improvements across cross-functional teams.

You will mentor staff analysts and instrument AI-assisted playbooks to scale impact across the organization. The role emphasizes leadership in data-driven decision making, advanced SQL/Python/R skills, and experience

Qualifications

• 10+ years in operational analytics, quality analytics, or continuous improvement where the deliverable was an outcome, not a report.
• Lean, Six Sigma, and RCA knowledge used to drive fixes from analysis.
• Strong SQL and working fluency in Python or R on large operational datasets; solid applied statistics.
• Track record turning operational data into prioritized, quantified roadmaps — and validating whether they worked.
• Experience owning a portfolio of domains or metrics, including defending prioritization across competing demands.
• DPMO or equivalent rate-based measurement frameworks; translating process defects into outcome impact.
• Complex, high-stakes service operations — contact center, fintech, financial services, or expert/advisor networks.
• Dashboards and analytical products that drive leadership decisions, including with AI-powered tools.
• Driving accountability in matrixed organizations without direct authority.
• Presenting contested findings to senior stakeholders and holding alignment.
• Bachelor's in a quantitative field or equivalent professional experience

Responsibilities

• Design the measurement for your defect portfolio — defect definition, opportunity base, DPMO instrumentation — so every rate ladders to a customer outcome
• Build and maintain defect funnels; evolve the defect taxonomy as the environment changes
• Own the prioritization call across the portfolio: rank by modeled customer impact, defend it with data when contested
• Analyze resolution, quality, sentiment, and friction signals in SQL and Python/R to isolate verified root cause — not plausible narrative
• Validate impact with rigor (pre/post with controls, cohort, causal methods) and say clearly when the needle didn't move
• Run the operating loop end to end: defect detected - root cause verified - initiative launched - outcome validated - loop closed
• Deploy structured improvement methods — RCA, Kaizen, VSM, standard work — as the delivery mechanism for what the analysis prioritized
• Hold dependencies (product, platform, routing, back office) accountable for their share of friction with quantified evidence and structured escalation
• Build dashboards and reporting designed for action; present outcome movement in daily huddles and business reviews
• Land uncomfortable findings with senior stakeholders when the data contradicts the prevailing narrative
• Use LLM assistants and agentic workflows as core analytical tooling; build AI-assisted playbooks the whole team can run
• Mentor Staff-level analysts and support Mission Team expansion with measurement and problem-solving coaching

Skills

SQL

Python/R

Statistical analysis

Lean Six Sigma

Portfolio management

Data storytelling

Education

Bachelor's in a quantitative field

Tools

Python

R

Job description

Intuit, Inc. is seeking an analytics leader to own a portfolio of defect domains, defining how success is measured and defended with data. You will build robust defect funnels, deploy rigorous causal analysis, and drive end-to-end improvements across cross-functional teams.

You will mentor staff analysts and instrument AI-assisted playbooks to scale impact across the organization. The role emphasizes leadership in data-driven decision making, advanced SQL/Python/R skills, and experience