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Job Description

Job Description

CXA Analyst

Job ID 1495477BR Date posted 12/04/2018 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road 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 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 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.

Essential Responsibilities:

  • Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.

  • Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and test for relevant business questions.

  • Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders, identifying specific analytic results that drive actionable insights.

  • Collaborates with cross functional teams to identify process and performance gaps impacting customer experiences acting on these findings to streamline and implement process improvements that enhance people execution and the customer experience.

  • Collaborates with Sr. Quality and Customer Experience Leadership to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management.


  • Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities.

  • Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback

Required Minimum Qualifications:

  • Bachelor’s Degree in Business, Information Technology or related field

  • 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 Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2017 sales of $68.6 billion, Lowe's and its related businesses operate or service more than 2,390 home improvement and hardware stores and employ over 310,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit

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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