Senior Defect Reduction Analytics Lead

Intuit, Inc.; Mountain View (CA); On-site; USD 130,000 - 190,000; Full time

Job summary

Intuit, Inc. is seeking a Staff Business Data Analyst to own the analytics engine for defect reduction across the Expert Network.

You will design defect detection, build defect funnels, and quantify customer impact with statistically valid evidence, guiding improvement initiatives that move resolution, quality, and customer friction metrics. You will work with cross-functional partners across service delivery, training, partner management, product, and platform teams, applying Lean, Six Sigma,

Responsibilities

• Design the measurement approach for defect domains; define defect base and DPMO instrumentation linking defect rate to customer outcomes
• Build and maintain defect funnels; quantify defect volume/severity and update defect taxonomy as the environment changes
• Prioritize defect backlog analytically by modeled customer impact; defend rankings with data
• Improve quality measurement architecture by ensuring we measure the right things, validating measures, and stress-testing against outcomes
• Analyze resolution, quality, sentiment, and friction signals in large datasets to identify defects and root causes
• Design leading-indicator instrumentation under each outcome metric and monitor for signal, drift, and regression
• Validate impact with pre/post analyses, controls, or causal methods; state when needle did not move and why
• Collaborate to evaluate and improve AI-native quality metrics; validate AI scores against human ground truth
• Design HITL quality processes: calibration, sampling, ground-truth labeling; ensure accuracy gates before deployment
• Own the defect-loop: detect defect -> verify root cause -> launch initiative -> validate outcome -> close loop
• Use root-cause analysis, Kaizen, rapid improvement events, value stream mapping, and standard work to deliver prioritized improvements
• Translate findings into technical solutions and roadmaps with systems/platform teams
• Drive adoption and change management; embed measurement disciplines to sustain improvements
• Hold dependencies (product, platform, routing, back-office) accountable using quantified evidence and escalation
• Build dashboards and reports surfacing defect signals and outcomes, designed for action
• Present progress in leadership reviews with clear data storytelling for operational and executive audiences
• Communicate uncomfortable findings credibly with rigor to senior stakeholders
• Own communications for measurement changes: release notes, rebaselining, FAQs, stakeholder briefings
• Apply change management to metric rollouts and platform changes; sequence comms and training
• Utilize AI tools to accelerate detection, analysis, and prioritization
• Design AI-assisted workflows from signal identification to tracking and reporting
• Build repeatable AI playbooks for identification and root cause analysis
• Practice responsible AI: ensure AI scoring is explainable, monitored for bias and drift, validated against human judgment

Job description

Intuit, Inc. is seeking a Staff Business Data Analyst to own the analytics engine for defect reduction across the Expert Network.

You will design defect detection, build defect funnels, and quantify customer impact with statistically valid evidence, guiding improvement initiatives that move resolution, quality, and customer friction metrics. You will work with cross-functional partners across service delivery, training, partner management, product, and platform teams, applying Lean, Six Sigma,