Contact Center Business Intelligence Analyst

Company Overview

Lowe's Companies, Inc. is a FORTUNE® 100 home improvement company serving millions of customers weekly across more than 1,700 stores in the United States. Dedicated to delivering exceptional customer experiences, Lowe's leverages innovation, analytics, and insights to improve operations and empower teams. Join us in building safer, smarter, and more efficient customer service operations.

Role and Responsibilities

The Contact Center Business Intelligence Analyst plays a vital role in enhancing customer experience through data analytics and business intelligence. This position analyzes contact center operations, identifies performance trends, and delivers actionable insights that support strategic decision-making and process improvement. Core responsibilities include:

• Analyze customer interaction data using BI tools to identify patterns, trends, and opportunities for improvement.
• Develop and maintain dashboards, reports, and visualizations to communicate insights effectively to leaders and teams.
• Collaborate with Contact Center Operations, Customer Experience, IT, and BI teams to align analytics with business objectives.
• Use data mining, statistical analysis, and predictive modeling to address business challenges and optimize performance.
• Conduct sentiment analysis on customer feedback to identify satisfaction drivers and areas of concern.
• Support survey design, sampling strategies, questionnaire development, and vendor management for feedback initiatives.
• Provide recommendations for process improvements and technology enhancements to boost efficiency and service quality.
• Communicate insights and recommendations through presentations and written reports to stakeholders.
• Stay updated with industry best practices, BI tools, and analytics methodologies.

Required Skills and Experience

• Bachelor's degree in Analytics, Data Science, Computer Science, Business, or related field.
• 3-5 years of experience in data analysis, business intelligence, or data mining, preferably in a contact center or customer service environment.
• Proficiency in SQL and experience with large datasets.
• Experience with BI and visualization tools such as Power BI or Tableau.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Excellent communication skills with the ability to simplify technical insights for non-technical audiences.
• Knowledge of contact center systems, tools, and performance metrics.
• Experience with statistical tools or programming languages such as Python or R is a plus.

Preferred Qualifications

• Experience with sentiment analysis and customer feedback platforms.
• Familiarity with predictive modeling and advanced analytics techniques.
• Proven experience collaborating with cross-functional teams and managing multiple projects.

Compensation and Benefits

Compensation details and benefits eligibility are determined based on position, experience, and location.

Physical Requirements

Work is primarily performed in a standard office environment or remote setting. This role may require extended periods of sitting and working on a computer.

About Lowe's

Lowe's is an equal opportunity employer that values diversity and inclusion. All employment decisions are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected categories under law.