Analyst Customer Insights

Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 

About Lowe’s

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where 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 and helping to develop the next generation of skilled trade experts.

For more information, visit Lowes.com.

About Lowe’s India: At Lowe's India, we are the enablers who help create an engaging customer experience for our $97 billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.

To know more about Lowe's India, visit Lowes.co.in.

About the 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:

Executing direction from leadership, delivering results that align with strategic objectives, communicating critical information to other teams, managing vendor relationships, developing processes that align to organizational goals, specific technical skills required for managing a process.

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.

Core Responsibilities:

• Analyze Customer feedback, LTR, NPS data to understand in-market trends and where to focus to improve Customer experience using Medallia platform / create reports / dashboards using Medallia capabilities.
• 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:

• 1-3 Years’ Hands on experience with Customer Experience Analytics / Customer Analytics / Customer Insights

Required Minimum Qualifications:

• Master’s degree in economics / Statistics / Analytics or MBA in Marketing

Skill Set Required

Primary Skills (must have)

• Hands on experience in Medallia Platform, 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.
• Familiarity with experience platforms like Medallia or Qualtrics with understanding of data and functionalities
• 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.