Senior Service Quality Analytics Lead

Intuit, Inc.; Mountain View (CA); On-site; USD 184,000 - 249,000; Full time

Job summary

Intuit in Mountain View, CA is seeking an experienced analytics leader to own a portfolio of defect domains across the Expert Network and define measurements that tie defect rates to customer outcomes. You will instrument domains, defend prioritization with data, and drive a defensible improvement roadmap leveraging RCA and Six Sigma principles.

You will mentor staff analysts, partner with cross-functional teams, and present outcomes to senior leadership using rigorous analytics and AI-assisted

Qualifications

• 10+ years in operational analytics delivering outcomes.
• Experience with Lean, Six Sigma, and RCA to drive fixes from analysis.
• Strong SQL and Python or R on large datasets; solid statistics.
• Proven ability to own a portfolio of domains and defend prioritization.
• Experience presenting contested findings to senior stakeholders.

Responsibilities

• Design measurement for defect portfolio to tie rates to customer outcomes.
• Build and maintain defect funnels and evolve the taxonomy.
• Prioritize portfolio by modeled customer impact with data support.
• Analyze resolution, quality, sentiment, and friction signals in SQL/Python/R.
• Validate impact with pre/post controls, cohort, and causal methods.
• Run end-to-end improvement loop from defect detection to outcome.
• Apply RCA, Kaizen, and value stream mapping as delivery tools.
• Hold product, platform, routing, back office teams accountable with evidence.
• Build dashboards and reports for daily huddles and reviews.
• Present uncomfortable findings to senior stakeholders when data contradicts narratives.
• Mentor Staff analysts and support Mission Team expansion with coaching.

Skills

Operational analytics

Lean Six Sigma

SQL

Python or R

Portfolio ownership

Stakeholder management

DPMO / rate-based metrics

Root cause analysis (RCA)

Data-driven roadmaps

Education

Bachelor's degree in a quantitative field

Tools

SQL

Python

R

Dashboards

AI-powered tools

Job description

Intuit in Mountain View, CA is seeking an experienced analytics leader to own a portfolio of defect domains across the Expert Network and define measurements that tie defect rates to customer outcomes. You will instrument domains, defend prioritization with data, and drive a defensible improvement roadmap leveraging RCA and Six Sigma principles.

You will mentor staff analysts, partner with cross-functional teams, and present outcomes to senior leadership using rigorous analytics and AI-assisted