Senior Analyst – MyLow & Chat 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 is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 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, 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 Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India About The Team The Digital Commerce team at Lowe’s India is an extension to the core Digital Commerce function at Lowes’ Headquarters in Mooresville. MyLow team within Digital Commerce focuses on improving customer self-service and supporting purchase journeys. The team brings together MyLow’s product usage, digital behavior, AI-enabled chat, customer feedback, and assisted-service signals to build a comprehensive view of adoption, resolution, and customer friction. By connecting customer interaction data with operational and business outcomes, the team identifies emerging issues, uncovers root causes, quantifies impact, and recommends improvements to partners. Job Summary Use the sample functions below to help you fill in the Job Summary box. Use these functions as starting points or create your own. Sample Manager functions to elaborate on : 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. The MyLow analytics team enables Lowe’s to better understand and improve how customers interact with MyLow and related conversational experiences across digital touchpoints. The team brings together structured measurements, business context, and advanced analytics to evaluate performance, surface opportunities, and guide experience enhancements through data-driven recommendations. The goal is to improve successful self-service, customer experience, and operational efficiency through measurable and scalable decision-making. As a Senior Analyst, you will serve as a key analytics partner supporting MyLow and adjacent conversational experience initiatives. The role requires strong analytical and problem-solving skills, with hands-on responsibility across reporting, dashboarding, ad hoc analysis, root-cause investigations, and business-facing storytelling. You will work in a fast-paced environment to translate complex behavioral and experience data into actionable insights. This role also provides opportunities to contribute to advanced analytics and data science use cases to improve customer outcomes and operational efficiency. Roles & Responsibilities Core Responsibilities: • Data Analysis: Perform hands-on analysis across data extraction, data wrangling, data modeling, KPI development, dashboarding, statistical analysis, insight generation, and business recommendations. • Data Integration & Quality: Utilize SQL, Power BI/Looker, Python, and other platforms to combine large datasets from product, web or app behavior, chat platforms, customer care, contact center, and operational sources. • Reporting & Visualization: Build and maintain scorecards, dashboards, and automated reports that provide visibility into business performance, customer behavior, trends, emerging risks, and improvement impact. • Measurement Frameworks: Define scalable KPI frameworks for adoption, active usage, intent mix, engagement, abandonment, containment, successful resolution, handoffs, escalations, repeat contacts, customer experience, and operational efficiency. • Customer Journey & Chatbot Analytics: Analyze customer journeys, customer intents, response outcomes, fallbacks, unresolved sessions, transfers, and assisted-channel movement to identify friction points and improvement opportunities. • Root-Cause Analysis: Identify recurring failure patterns, response or content gaps, abandonment and escalation drivers, and emerging issues by validating hypotheses and quantify affected customers, operational impact, and business opportunity. • Advanced Analytics & Data Science: Apply data science concepts (forecasting, regression and driver analysis, segmentation, anomaly detection, predictive modeling, and causal/incrementality, NLP or text mining methods) where appropriate to support complex decisions. • Analytics Innovation: Proactively identify new analysis use cases, opportunities to improve efficiency (e.g., automation, advanced modelling, integrating AI/LLM capabilities) that enable deeper insights generation. • Experimentation & Impact Measurement: Establish baselines, success metrics, test & control approaches, and guardrails to evaluate chatbot, prompt or model, knowledge-content, product-feature, including intended and unintended effects