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Mooresville, NC

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Job Description:

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

Job ID: 1280188BR

Line of Business: Corporate

Job Category: Call Center

Department: 0238 - Contact Ctr Operations Supp

Employment Type I: Regular

Employment Type II: Full-Time

Location #: 1999

Location Name: CSC-Mooresville

City: Mooresville

State: NC

EEO Statement:

Lowe’s is an equal opportunity 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.

Company info

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Company Profile
Lowe’s has been helping our customers improve the places they call home for more than 60 years. Founded in 1946, Lowe’s has grown from a small hardware store to the second-largest home improvement retailer worldwide. Our story began in North Carolina, when Carl Buchan, part owner of the North Wilkesboro Hardware Company, envisioned creating a chain of hardware stores. He purchased the company from his brother-in-law and partner and had the foresight to anticipate a post-World War II building boom. By eliminating wholesalers and dealing directly with manufacturers, Lowe’s established a lasting reputation for low prices.

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