Wilkesboro, North Carolina

**Purpose of Role:**

The Associate Customer Experience Analyst is primarily responsible for reviewing and analyzing customer experience and performance data to provide internal and external business teams with actionable insights on customer experience trends, gaps, and opportunities for improvement. Responsibilities include accurately reporting on customer feedback, process design, people execution and providing recommendations to develop solutions that improve the overall quality of the customer’s experience when interacting with the Contact Center.

In addition, this role participates in all aspects of complex departmental and cross-departmental projects supporting customer loyalty and satisfaction improvement initiatives. This includes providing contact center analysis on customer feedback to developing recommendations that address opportunities, problems, or issues. It also includes working to identify and quantify emerging customer satisfaction trends for quick resolution and overall support of long term and ongoing improvement plans to achieve desired results.

To be successful, the individual in this role must demonstrate a solid understanding of contact center and retail business.

**Required Education/Experience:**

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

• 3 years of experience analyzing Contact Center interactions, practices, systems, and tools

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

• 1 year of experience with database querying, pivot tables, macros

**Preferred Education/Experience:**

• 1 year of experience with customer feedback platforms and programs (e.g., InMoment, Qualtrics, Confirmit) or other cross-tabulation software

• Experience using sentiment analysis tools to analyze customer feedback

**About Lowe’s:**

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 18 million customers a week in the United States and Canada. With fiscal year 2019 sales of $72.1 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com .

**About Lowe’s in the Community:**

As a FORTUNE® 50 home improvement company, Lowe’s is committed to creating safe, affordable housing and helping to develop the next generation of skilled trade experts through nonprofit partnerships. Across every community we serve, Lowe’s associates donate their time and expertise through the Lowe’s Heroes volunteer program. For the latest news, visit Newsroom.Lowes.com or follow @LowesMedia on Twitter.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Wilkesboro, North Carolina

Our Military Commitment

At Lowe's, our commitment to recognize, honor, and respect those who serve in our country's military is rooted in our history and informs the decisions we make today:

  • Lowe's was founded on the heels of World War II, by veteran Carl Buchan, whose leadership and vision helped us grow from a small hardware store in Wilkesboro, NC, into the FORTUNE 100® company we are today.
  • Lowe's is ranked #38 among GI Job's "Top 100 Military-Friendly Employers®".
  • Lowe's is part of the Military Spouse Employment Partnership (MSEP), working with military installation contacts to promote job opportunities to military spouses.
  • Lowe's is an Employer Support of the Guard and Reserve (ESGR) Partner.
  • Lowe's offers extended benefits for employees serving in the military.

We regularly participate in a variety of military-sponsored events and job fairs across the country, looking for more people to join the Lowe's team of military veterans. At more than 14,000 strong, our military veteran employees work in roles across our organization, from management to retail and customer support. And we demonstrate our appreciation for them in many ways, including:

  • A 10% discount to all veterans during Memorial Day, Fourth of July and Veterans Day weekends; and a 10% discount every day to all active, reserve, retired and disabled veterans who carry a valid, military-issued photo ID card.
  • Regular support for the military and the USO, including recent refurbishments to 16 USO centers across the U.S., to help welcome home our returning troops.
  • The Lowe's Employee Giving Campaign, which allows employees to set aside a portion of their paycheck, to benefit the USO and other organizations, which Lowe's will match 50 cents to the dollar.

The military instills leadership, a strong work ethic, and a passion for a job well done. It allows pioneering spirits to demonstrate their commitment to teamwork and problem solving. And these are the traits of a Lowe's employee. As you focus on your post-military career, consider exploring the employment opportunities at Lowe's.

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