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Role Description

The Senior Contact Center Business Intelligence 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.

• Provides sophisticated analytic capabilities to support business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and tests for relevant business questions.
• Uses quantitative modeling and statistical techniques to identify causal relationships between customer experience and business performance.
• Translates unstructured data and questions into addressable project objectives.
• Independently drives work forward in ambiguous situations.
• Leverages vendor partners where needed to choose appropriate research and conduct qualitative and quantitative customer research.
• Partners with business to understand key questions/upcoming decisions and provide customer input to business decisions.
• Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating analytics and statistics into clear, understandable themes for business leaders.
• Generates and maintains regular reports, scorecards, dashboards, and web portals.
• Performs operational analysis, data mining, profiling, segmenting, synthesizing, and other strategic analysis to identify emerging trends and solve complex challenges.
• Promotes learning in others by providing guidance, advice, and knowledge share to other Business Intelligence team members.
• Performs closed-loop analysis to provide data that will be used to improve the quality and performance of products and processes.
• Manages aspects of Customer Experience Programs—survey programming, sampling, questionnaire development, analysis, data distribution, and modernization efforts for the team.
• Conducts or oversees business specific projects by applying deep expertise in the subject area; developing work plans to meet business priorities and deadlines.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines.
• Pursues self-development and effective relationships with others by organizing resources and information.

Qualifications

• Bachelor’s degree in Analytics, Computer Science, or related field or equivalent years of experience in lieu of education requirement, if applicable.
• 6 Years Experience performing data mining, data analysis, and data modeling using large data sets.
• 3 Years Experience in data analytics and customer experience.
• 3 Years Experience in data analysis, and data modeling using large data sets.
• 2 Years Experience working with Contact Center practices, systems, and tools.
• 1 Year Experience interacting with individuals up to and including director on a regular basis.
• Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access).

Requirements

• 2 Years Experience with feedback management and data analytics platforms.
• 1 Year Experience using sentiment analysis tools to analyze customer feedback.
• Experience writing SQL queries and working with large data sets.
• 1 Year Experience with advanced predictive modeling practices and tools.

Benefits

Pay Range: $72,400.00 - $120,900.00 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.