Analyst Customer Insights

Role overview

Analyst Customer Insights at Lowes India

Secondary Skills (desired).

Responsibilities

• Work with our US (Mooresville) team to assist them in defining various reporting / analysis needs and building appropriate methodologies to provide actionable insights on Experience Metrics.
• Required Minimum Qualifications.
• Skill Set Required.

Required qualifications

• Executing direction from leadership, delivering results that align with strategic objectives, communicating critical information to other teams, managing vendor relationships, developing processes that align to organizational goals, specific technical skills required for managing a process.

Preferred qualifications and skills

• Experience on working with text data would be an advantage.
• Experience in working with Customer Experience or Voice of Customer Metrics will be a good to have.

Employment details

• Location: Bengaluru [Karnātaka] [India]

Application details

• The individual will apply analytical methods to combine internal and external data and analyze trends in Customer Experience Metrics and the factors that play a key role driving improvement in those metrics.
• The individual will also have to proactively take up initiatives to apply modern tools and techniques to improve efficiency, accuracy and overall quality of insights offered to stakeholders.
• Ability to apply Analytical tools and techniques to extract insights from Structured and Unstructured data.

About the employer

• The team works closely with various key functions across the business to provide insights and recommendations across different business areas.

Additional role details

• The team is responsible to track, report and analyze various customer and market related metrics and generate actionable insights on key customer segments, customer experience vis-à-vis Lowe’s and our market position along with opportunities to help inform an effective Go To Market Strategy and win market share across key markets, customer segments and product categories.
• The primary responsibility is to report, analyze and provide insights on Customer Experience at Lowe’s across selling channels, customer segments and product categories.
• This position is responsible for following best practices in turning business questions into data analysis, analyzing results and identifying insights for decision making; determine additional research/analytics that may be needed to enhance the solution; and coordinate with cross-functional teams to ensure project continuity and strategic alignment.
• Analyze Customer feedback, LTR, NPS data to understand in-market trends and where to focus to improve Customer experience using Medallia platform / create reports / dashboards using Medallia capabilities.
• Identifying the appropriate univariate and multivariate analysis to identify key customer trends and insights – Segmentation, Bayesian Networks, Factor analysis etc.
• Synthesize disparate sources of data—primary and secondary to develop cohesive stories, trends and insights that will drive strategic decision making across the enterprise.
• Leverage available information across workstreams to help connect dots and provide holistic insights on Customer Experience trends and Strategy.
• Work with the data operation teams to enhance data capabilities and develop tools to improve ease of access to data and BI for the broader organization. 1-3 Years’ Hands on experience with Customer Experience Analytics / Customer Analytics / Customer Insights.
• Master’s degree in economics / Statistics / Analytics or MBA in Marketing.
• Hands on experience in Medallia Platform, SQL , Teradata, Hadoop, Python.
• Hands-on Analytics Experience of building Statistical / Mathematical models and multivariate analysis like Segmentation, Logistic Regression, Bayesian Networks, Factor analysis, Conjoint analysis, etc.
• Familiarity with experience platforms like Medallia or Qualtrics with understanding of data and functionalities.
• Consulting Skills - Ability to impact business decisions through analytics and research.
• Hands on experience in creating Executive level audience ready presentations to tell impactful stories.
• Excellent communication skill to connect with people from diverse background and experience .
• Familiarity with retail industry and key concepts.