Associate Cxa Analyst

Purpose of Role:
The Associate Customer Experience Analyst is primarily responsible for reviewing and analyzing customer experience and performance data to provide internal and external business teams with actionable insights on customer experience trends, gaps, and opportunities for improvement. Responsibilities include accurately reporting on customer feedback, process design, people execution and providing recommendations to develop solutions that improve the overall quality of the customer’s experience when interacting with the Contact Center.
In addition, this role participates in all aspects of complex departmental and cross-departmental projects supporting customer loyalty and satisfaction improvement initiatives. This includes providing contact center analysis on customer feedback to developing recommendations that address opportunities, problems, or issues. It also includes working to identify and quantify emerging customer satisfaction trends for quick resolution and overall support of long term and ongoing improvement plans to achieve desired results.
To be successful, the individual in this role must demonstrate a solid understanding of contact center and retail business.

Required Education/Experience:

• Bachelor’s degree in Analytics, Computer Science or related field OR 3 years of experience in data analytics or customer experience
• 3 years of experience analyzing Contact Center interactions, practices, systems, and tools
• Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)
• 1 year of experience with database querying, pivot tables, macros

Preferred Education/Experience:

• 1 year of experience with customer feedback platforms and programs (e.g., Medallia, Qualtrics, Confirmit) or other cross-tabulation software
• Experience using sentiment analysis tools to analyze customer feedback

Pay Range for CA, CO, HI, NJ, NY, WA: $49,700.00 - $82,800.00 annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

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.

Pay Range for CA, CO, HI, NJ, NY, WA: $49,700.00 - $82,800.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.