Senior Business Analyst (Workforce Management Expertise)

Intuit•San Diego, CA

55d

About The Position

Intuit's Expert Network Real-Time Operations (RTO) team is seeking a Senior Analyst who is passionate about customer experience, operational excellence, and innovation at scale. The Senior Analyst role is designed for individuals who can work independently, navigate complexity, and deliver measurable business impact across multiple functions supporting Intuit's Consumer Platform Business (TurboTax, Credit Karma). The ideal candidate brings an optimization background to manage near-term operations, along with the ability to apply data storytelling and influence to drive longer-term strategy. In addition, experience with real-time operations in physical retail service stores is highly valued. While not required, this experience will be leveraged to accelerate Intuit's strategy to explore new in-person service models. Candidates without this background will focus primarily on core RTO initiatives, while those with it may directly shape Intuit's retail expansion roadmap.

Requirements

Innovative and disruptive technology leader solving long-term strategic outcomes.
Proven ability to apply scientific methods to solve real-world problems.
Strong business and product sense: ability to shape vague questions into well-defined analyses and success metrics that drive business decisions.
Excellent communication skills: able to lead initiatives across multiple work streams and communicate findings with leadership teams.
Knowledge to translate quantitative findings into actionable insights and influence business decisions.
Ability to draw on experience to identify where data can have the most impact and clearly communicate findings and recommendations to partner teams.
Ability to turn ambiguous questions and problems into clear deliverables and insights.
Experience in querying and manipulating large data sets.
Ability to make tradeoffs between speed and accuracy wisely.
Strong background in statistical analysis, programming, and experimentation.
Bachelor's or Master's degree in Statistics, Mathematics, Computer Science, Economics or related field. Equivalent experience will be considered.

Nice To Haves

Hands-on experience in physical retail service store operations, including workforce optimization and customer service delivery.

Responsibilities

Develop data-driven insights to drive Expert Network capacity decisions and improve outcomes across both digital and potential retail channels.
Provide technical understanding of upstream workforce management (WFM) value chain, ensuring clarity and accountability for the capacity waterfall.
Collaborate with product management and development teams to contribute to an AI-powered, end-to-end WFM platform.
Drive operational effectiveness in data mining, statistical analysis, and predictive modeling, ensuring timely and actionable insights.
Partner with cross-functional teams to lead or contribute to complex, multi-functional strategic projects with clear business impact.
Act as a thought partner to senior leaders, shaping scope, prioritization, and decision-making with evidence-backed recommendations.
Optimize Expert occupancy, balancing customer experience, productivity, and cost efficiency.
Partner closely with Expert Network teams to define success metrics, segmentation frameworks, and investment priorities.
Influence team roadmaps by sharing findings broadly, driving alignment, and validating improvements in outcomes.
Preferred: Apply knowledge of retail service store operations (staffing, scheduling, customer flow, service-level optimization) to inform and guide Intuit's potential retail initiatives.

Benefits

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit: Careers | Benefits).

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