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Job Description

Job Description

Customer Experience Analyst

Job ID 1280188BR Date posted 10/09/2017 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Ctr Operations Supp

The Customer Experience Analyst is primarily responsible for support and execution of analytics of business problems with an aim to improve the customer experience. The position will conduct analysis and supply insights on aspects of the Customer’s Experience related to Contact Center process, execution, and support in order to improve the Customer’s Experience when interacting with the Contact Center and Lowe’s.

The Customer Experience Analyst is also responsible for collaboration and support of ad hoc reporting requests, along with providing data, reporting, and analytical analysis in support of resource management for the Quality Support Team.

The Customer Experience Analyst works closely with the Senior and Associate Customer Experience Analysts in order to create and provide operational reporting, deep dives, and recommendations to guide the direction and success of customer-related initiatives. The Analyst will also be responsible for providing guidance for Associate Analysts working to complete business analysis and projects.

In addition, the Customer Experience Analyst participates in complex departmental and cross-departmental projects supporting customer experience and performance improvement initiatives. This position works to identify and quantify emerging customer experience trends affecting the business, creates insights and recommendations that influence business decisions and drive business performance.

To accomplish this, the Customer Experience Analyst must demonstrate knowledge of Quantitative and Qualitative Analytical methods, extensive background and knowledge of the Contact Center industry, and Knowledge of Relational Databases and Data Objects.

Required Minimum Qualifications:

·Bachelor’s Degree in Analytics, Computer Science or related field and 1 years of experience in data analytics and customer experience OR 5 years of work experience in data analytics and customer experience

·2 years of experience performing data mining, data analysis, and data modeling using large datasets

·1 years of experience working with Contact Center practices, systems, and tools

·Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)

Preferred Qualifications:

·2 years of Experience with feedback management and data analytics platforms

·Experience and using sentiment analysis tools to analyze customer feedback

·Experience writing SQL queries and working with large data sets

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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