About Lowe’s
Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India
About Team
The
Customer Insights
team uses data and analytics capabilities to provide strategic insights around customer and competitive landscape to help drive effective market strategy for Lowe’s. The team works closely with various key functions across the business to provide insights and recommendations across different business areas. The team is responsible to track, report and analyze various customer and market related metrics and generate actionable insights on key customer segments, customer experience vis-à-vis Lowe’s and our market position along with opportunities to help inform an effective Go To Market Strategy and win market share across key markets, customer segments and product categories.
Job Summary
The primary responsibility is to report, analyze and provide insights on Customer Experience at Lowe’s across selling channels, customer segments and product categories. The individual will apply analytical methods to combine internal and external data and analyze trends in Customer Experience Metrics and the factors that play a key role driving improvement in those metrics.This position is responsible for following best practices in turning business questions into data analysis, analyzing results and identifying insights for decision making; determine additional research/analytics that may be needed to enhance the solution; and coordinate with cross-functional teams to ensure project continuity and strategic alignment.The individual will also have to proactively take up initiatives to apply modern tools and techniques to improve efficiency, accuracy and overall quality of insights offered to stakeholders.
Roles & Responsibilities
Core Responsibilities:
- Analyze Customer feedback, LTR, NPS data to understand in-market trends and where to focus to improve Customer experience.
- Work with our US (Mooresville) team to assist them in defining various reporting / analysis needs and building appropriate methodologies to provide actionable insights on Experience Metrics.
- Identifying the appropriate univariate and multivariate analysis to identify key customer trends and insights – Segmentation, Bayesian Networks, Factor analysis etc.
- Synthesize disparate sources of data—primary and secondary to develop cohesive stories, trends and insights that will drive strategic decision making across the enterprise.
- Leverage available information across workstreams to help connect dots and provide holistic insights on Customer Experience trends and Strategy.
- Work with the data operation teams to enhance data capabilities and develop tools to improve ease of access to data and BI for the broader organization
Years Of Experience
- 3-5 Years’ Hands on experience with Customer Experience Analytics / Customer Analytics / Customer Insights
Education Qualification & Certifications (optional)
Required Minimum Qualifications
- Master’s degree in Economics / Statistics / Analytics
or
Skill Set Required
Primary Skills (must have)
- Hands on experience in SQL, Teradata, Hadoop, Python
- Hands-on Analytics Experience of building Statistical / Mathematical models and multivariate analysis like Segmentation, Logistic Regression, Bayesian Networks, Factor analysis, Conjoint analysis, etc.
- Ability to apply Analytical tools and techniques to extract insights from Structured and Unstructured data.
- Consulting Skills - Ability to impact business decisions through analytics and research.
- Hands on experience in creating Executive level audience ready presentations to tell impactful stories.
- Excellent communication skill to connect with people from diverse background and experience
Secondary Skills (desired)
- Experience on working with text data would be an advantage.
- Experience in working with Customer Experience or Voice of Customer Metrics will be a good to have.
- Familiarity with retail industry and key concepts
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
