Lead Analyst, AI Optimization

About the role

Ulta Beauty is seeking a strategic, data‑driven Lead Analyst to expand and scale guest‑facing AI capabilities across the customer support journey. You will partner with product, engineering, and operations teams to identify automation opportunities and ensure AI‑driven experiences deliver high‑quality results at scale.

Key responsibilities

• Design and develop a performance‑management framework for AI‑enabled guest interactions, including metric definitions, measurement methods, reporting, and insights.
• Create and implement a scalable AI quality program that evaluates interaction accuracy, experience quality, and resolution effectiveness through QA frameworks, audit methodologies, and scoring models.
• Operationalize AI quality monitoring with internal teams and BPO partners, establishing audit‑the‑auditor practices and calibration processes for consistent scoring.
• Collaborate with Knowledge Management to ensure AI systems use accurate, structured knowledge sources.
• Partner with Guest Services on AI updates and new launches, translating performance data into continuous improvements.
• Analyze AI interaction data to identify performance gaps and drive enhancements that improve resolution speed, guest satisfaction, and operational efficiency.

Required profile

• Strong analytical mindset with experience designing performance metrics and quality programs.
• Proven ability to work cross‑functionally with product, engineering, operations, and external partners.
• Experience in AI or machine‑learning‑enabled customer service environments.
• Excellent communication skills to translate data insights into actionable recommendations.

Required skills

What we offer

• Opportunity to shape next‑generation AI experiences in a leading beauty‑retail brand.
• Access to ongoing learning, growth, and advancement pathways.
• Collaborative environment that encourages innovation and big‑picture thinking.