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Form of workJob Description:
The Customer Insights Sr. Analyst drives customer satisfaction by managing surveys, analyzing data, and presenting actionable insights to stakeholders. We seek someone with a customer-centric mindset and excellent communication skills. Prior experience with CX platforms like Medallia or Qualtrics and tools like Adobe Analytics is a plus.
Key Responsibilities:
Works with Sr. Manager on the end-to-end management of our VOC program. This includes designing, constructing, distributing, and reporting on surveys to gather customer feedback.
Alongside the Sr. Manager, utilize best practices to design and construct surveys that effectively capture customer feedback and insights while managing the distribution and/or deployment to ensure maximum reach and response rate.
Analyze customer feedback data and create reports that provide actionable insights for the business. Use your storytelling skills to communicate and convey the customer story to internal stakeholders. Highlight the pain points, needs, and expectations of our customers, and how Lowe’s can better serve them.
With guidance from the Sr. Manager, present your findings and recommendations to all levels within the organization, from frontline staff to senior leaders. Use clear and engaging visuals and language to persuade and influence your audience.
Proactively partners cross-functionally to ensure open dialogue and ongoing relationship development by finding common ground for alignment on common goals.
Regularly review and optimize the survey process to ensure it continues to meet business needs and provides valuable, actionable insights.
Partner with suppliers to bring in best-in-class research techniques and CX management.
Requirements:
Bachelors or advanced degree in business, marketing or related field
3+ years experience in market research or consumer insights
Expertise in understanding different quantitative and qualitative research methodologies
Capable of managing project schedules and deadlines that run simultaneously
Strong analytic and critical thinking skills
Comfortable interacting with customers in-store
Hands on end-to-end survey development experience (i.e., survey design and programming)
Exceptional written, oral, and presentation communication abilities
Able to quickly learn survey software and other tools
Experience with or ability to learn analytic/research software (e.g. SPSS, Knime, Alteryx, Medallia/Qualtrics, Nebula, Adobe Analytics, etc.)
Experience with Microsoft Office Tools (e.g. Word, Powerpoint, Excel)
Preferred Requirements
Storytelling approach to writing insights reports
Strong organization skills
Strong analytic skills including ability to analyze complex datasets
Strong data visualization skills
Sense of curiosity
Must be able to see the “big picture and be able to relate insights across different resources
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
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.
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.
