Sr CXA Analyst

Job Summary
The Senior Customer Experience 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. Responsibilities include operational reporting, deep dives, and recommendations to guide the direction and success of customer-related initiatives.
This position is responsible for following analytical best practices, accurately reporting and analyzing results and identifying insights for decision-making. The Analyst will also be responsible for coaching and providing guidance for Associate Analysts working to complete business analysis and projects.
In addition, the Senior Customer Experience Analyst manages and participates in all aspects of complex departmental and cross-departmental projects supporting customer experience and performance improvement initiatives. The position works to identify and quantify emerging customer experience trends affecting the business, creating insights and recommendations that influence business decisions and drive business performance.

Essential Responsibilities
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; working through Associate Customer Experience Analysts to accomplish project work
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. Connecting data to draw conclusions, synthesizing and reporting customer experience data and analysis in ways that are actionable
Partners with business to understand key questions/upcoming decisions and provide customer input to business decisions. Independently drives work forward utilizing/leveraging playbook and vendor partnerships to choose research plan and conduct qualitative/quantitative research.
Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating analytics and statistics into clear, understandable themes for business leaders; identifying specific analytic results that drive actionable insights
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.
Leads and promotes learning in others by providing guidance, advice, and work direction to Associate Customer Experience Analyst; communicates information and drives projects forward; influencing team members within assigned business unit; adapting to competing demands and new responsibilities; provides feedback to others; including upward feedback to leadership and mentoring team members
Performs closed-loop analysis to provide data that will be used to improve the quality and performance of products and processes, both in the day-to-day operations and long-term business strategies.
Manages aspects of Customer Experience Programs—survey programming,?sampling, questionnaire development, analysis, data distribution, and vendor?management.

Core Responsibilities
Conducts or oversees business specific projects by applying deep expertise in the subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risk as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities
Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; building an understanding of procedures, data, and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; understanding priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible
Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information and knowledge with coworkers and customers; seeking performance feedback; adapting to and learning from change, difficulties, and feedback

Required Minimum Qualifications

• Bachelor’s Degree in Analytics, Computer Science, or related field and 3 years of experience in data analytics and customer experience OR 6 years of experience in data analytics or customer experience

• 3 years of experience performing data mining, data analysis, and data modeling using large data sets

• 2 years of experience working with Contact Center practices, systems, and tools

• Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)

• Experience interacting with individuals up to and including director level on a regular basis

Preferred Qualifications

• 2 years of experience with feedback management and data analytics platforms

• Experience using sentiment analysis tools to analyze customer feedback

• Experience writing SQL queries and working with large data sets

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.