Manager, Digital Fulfilment Analytics

Job description

**Innovate in Bengaluru** This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. ****About Lowe’s**** Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com. ****About Lowe’s India**** At Lowe's India, we are the enablers who help create an engaging customer experience for our $90+ billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market. To know more about Lowe's India, visit Lowes.co.in ****About The Team**** The Digital Fulfilment Analytics (DFA) team serves as the central hub for capturing, analysing, and translating customer fulfilment feedback into actionable business insights. The team consolidates customer signals from multiple sources to provide a comprehensive view of customer pain points across post purchase & fulfilment. By combining customer feedback with operational and behavioural data, the DFA team identifies emerging issues, uncovers root causes, quantifies business impact, and delivers prioritized recommendations to Product, Operations, Fulfilment, Merchandising, Marketing, Customer Care, and Technology teams. The team helps ensure customer perspectives are embedded into decision-making processes, enabling the organization to improve customer post purchase experience, increase loyalty, reduce friction, and drive measurable business outcomes. ****Job Summary:**** The Manager, Digital Fulfilment Analytics (DFA) leads the strategy, execution, and evolution of the organization's Digital fulfilment experience analytics capabilities. This role is responsible for establishing a comprehensive understanding of customer sentiment, experience drivers, and pain points across the end-to-end customer journey, transforming customer feedback and behavioral signals into actionable insights that influence business priorities and fulfilment experience investments. The Manager partners closely with Product, Category, Customer Care, Fulfillment, Supply Chain, Merchandising, Marketing, Store Operations, and Technology leaders to identify fulfilment experience opportunities, prioritize improvements, and measure the impact of customer-focused initiatives. This role oversees the Digital Fulfilment Analytics program, measurement frameworks, and customer insights reporting, ensuring customer feedback around fulfilment is systematically translated into business action. As a people leader, the Manager develops and leads a high-performing team of analysts, establishes analytical standards and operating rhythms, and serves as a trusted advisor to senior leadership on customer experience trends, emerging risks, and strategic opportunities. ****Roles & Responsibilities:**** **Core Responsibilities:** **Digital Fulfilment Analytics Strategy & Program Leadership** - Lead the Digital Fulfilment Analytics (DFA) strategy and operating model, ensuring customer feedback around fulfilment is systematically collected, analyzed, prioritized, and acted upon. - Establish a unified framework for capturing customer feedback across internal and external channels. - Define VoC priorities, roadmap, governance processes, and success metrics. - Ensure customer insights are integrated into business planning, prioritization, and decision-making processes. Customer Experience Analytics Leadership - Own fulfilment measurement and reporting across the end-to-end customer journey, including digital, store, fulfillment, delivery, returns, and customer support experiences. - Develop and govern fulfilment experience KPI frameworks, including NPS, CSAT, CES, sentiment, complaint rates, and other customer health indicators. - Identify emerging customer trends, pain points, and opportunities through advanced analytics and customer listening programs. Customer Journey & Root Cause Insights - Lead cross-functional analyses to understand fulfilment experience drivers and friction points across key journeys. - Connect customer feedback with operational, behavioral, and transactional data to identify root causes and quantify business impact. - Drive prioritization of customer experience improvement opportunities based on customer and business outcomes. Enterprise Customer Listening - Oversee collection and analysis of customer feedback from surveys, contact center interactions, reviews, social media, app stores, marketplaces, store feedback, and other listening channels. - Ensure consistent taxonomy, categorization, and prioritization of customer feedback. - Establish processes for identifying emerging issues and escalating critical customer concerns. AI, Text Analytics & Customer Intelligence - Drive adoption of AI, NLP, and advanced analytics capabilities to analyze large volumes of customer feedback and detect emerging trends. - Develop scalable approaches for sentiment analysis, theme identification, and issue prioritization. - Leverage predictive analytics to anticipate customer experience risks and opportunities. E