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Job Description

Job Description

Customer Experience Senior Analyst

Job ID 1277987BR Date posted 10/05/2017 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
This position can sit in either of the following locations:
- Mooresville, NC
- Wilkesboro, NC

Job Summary
The Senior Customer Experience Analyst is primarily responsible for serving as an analytics expert by translating business problems into analytic design and performing analysis or model building as appropriate. The position will supply internal and external business teams with data, information and analysis needed to promote and maintain a positive customer experience and drive supporting improvement strategies within Lowe’s. Responsibilities include operational reporting, deep dives, and recommendations to guide the direction and success of customer-related initiatives.

This position is responsible for following analytical best practices, accurately reporting and analyzing results and identifying insights for decision-making. The Analyst will also be responsible for coaching and providing guidance for Associate Analysts working to complete business analysis and projects.

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

Required Minimum Qualifications:

·Bachelor’s Degree in Analytics, Computer Science, or related field and 3 years of experience in data analytics and customer experience OR 6 years of experience in data analytics or customer experience

·3 years of experience performing data mining, data analysis, and data modeling using large data sets

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

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

·Experience interacting with individuals up to and including director level on a regular basis

Preferred Qualifications:

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

·Experience 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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