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 Voice of Customer (VoC) team serves as the central hub for capturing, analyzing, and translating customer feedback into actionable business insights. The team consolidates customer signals from internal and external sources—including surveys, customer care interactions, reviews, social media, marketplace platforms, store feedback, and digital channels—to provide a comprehensive view of customer sentiment, needs, and pain points across the end-to-end customer journey.
By combining customer feedback with operational and behavioral data, the VoC team identifies emerging issues, uncovers root causes, quantifies business impact, and delivers prioritized recommendations to Product, Operations, Fulfillment, 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 experience, increase loyalty, reduce friction, and drive measurable business outcomes.
The VoC team also owns customer experience measurement frameworks, monitors sentiment and satisfaction trends, and tracks the effectiveness of improvement initiatives to ensure customer issues are addressed and sustained improvements are realized.
The Lead Analyst, Voice of Customer (VoC) Analytics is responsible for transforming customer feedback into actionable insights that improve customer experience, operational performance, and business outcomes across the enterprise.
This role serves as the central analytics partner for customer listening programs, bringing together feedback from internal and external sources to identify emerging issues, uncover root causes, quantify business impact, and drive customer-centric decision-making
As a senior individual contributor, the Lead Analyst is responsible for building scalable Voice of Customer measurement frameworks, leading complex analytical investigations, and serving as a trusted advisor on customer experience opportunities and risks.
The Lead Analyst partners with Product, Customer Care, Fulfillment, Supply Chain, Merchandising, Marketing, Digital, and Store Operations teams to establish a comprehensive view of customer sentiment and experience across the end-to-end customer journey. By combining qualitative customer feedback with operational and behavioral data, this role helps business leaders prioritize investments, improve customer experiences, and measure the effectiveness of improvement initiatives.
Roles & Responsibilities:
Core Responsibilities:
Enterprise Voice of Customer Program Management
Consolidate customer feedback from multiple internal and external sources into a unified Voice of Customer framework.
Establish processes to collect, standardize, categorize, and prioritize customer feedback across channels
Develop a comprehensive understanding of customer needs, pain points, expectations, and satisfaction drivers.
Analyze customer feedback from surveys, reviews, contact center interactions, social media, app store reviews, marketplace reviews, chat transcripts, website feedback, and other customer listening channels
Identify recurring themes, emerging issues, and customer experience opportunities through quantitative and qualitative analysis.
Develop frameworks to classify customer feedback into actionable business categories and root causes.
Map customer feedback to key customer journeys including discovery, purchase, fulfillment, delivery, returns, support, and loyalty experiences
Identify friction points and moments that most significantly impact customer satisfaction and loyalty.
Quantify customer pain points and prioritize opportunities based on customer and business impact.
Partner with Product, Operations, Fulfillment, Merchandising, and Customer Care teams to investigate customer issues and identify underlying drivers.
Connect customer feedback with operational and behavioral data to validate hypotheses and quantify impact
Recommend corrective actions and improvement opportunities supported by data.
Develop and maintain VoC scorecards and customer experience dashboards
Monitor customer sentiment trends, satisfaction metrics, complaint drivers, and experience performance indicators
Establish measurement frameworks to track improvements over time and evaluate initiative effectiveness.
Leverage text analytics, natural language processing (NLP), and AI-enabled tools to identify themes, sentiment, emerging trends, and customer needs at scale.
Develop automated approaches to classify and prioritize customer feedback.
Evaluate emerging customer issues through proactive monitoring and alerting.
Translate customer feedback and analytical findings into executive-ready insights and recommendations.
Create recurring customer experience reviews highlighting key themes, emerging risks, and business opportunities
Influence business priorities by clearly articulating customer impact and potential business outcomes.
Partners with Product, Customer Care, Digital, Merchandising, Fulfillment, Supply Chain, Marketing, and Store Operations leaders to drive customer-focused improvements
Support prioritization of initiatives through customer impact analysis and opportunity sizing.
Act as a Voice of Customer advocate across the organization.
Define customer feedback taxonomy, governance processes, and measurement standards.
Ensure consistency in customer experience reporting and insight generation.
Drive adoption of customer-centric decision-making practices across teams.
Years of Experience
8+ years of total experience in data analytics, data science (preferred)
4+ years of experience in E-commerce, supply chain, or logistics environments
Experience in a large, complex omni-channel or e-commerce organization is strongly preferred
Education Qualification & Certifications (optional)
Education
Required/Preferred Education Level Description
Required Bachelor’s Degree Business, Finance, Data Science, Economics, or Related Field
Preferred Master’s degree MBA or Related Field
Experience
Required/Preferred Years of Experience Description
Required 4 Years VoC / Data Analytics Role in Ecommerce / Omni Channel Retailer
Required 3 Years Experience with Excel, SQL, Python/R, Adobe, Power BI, Tableau, DART (or similar analysis tools)
Skill Set Required
Primary Skills (must have)
Technical skills (Advanced):
Technical Analytics & Visualization Tools
Advanced SQL and Python/R (preferred)
Data Visualization, Dashboard and reporting development
Tableau / Power BI / Looker / Adobe Analytics
Advanced Excel and data modeling
Text analytics platforms
Survey analytics tools
Functional Skills :
Voice of Customer & Customer Experience
Advanced Analytics & Problem Solving
Structured problem-solving and hypothesis-driven analysis
Insight generation and opportunity sizing
Text Analytics & AI
Sentiment analysis
Natural Language Processing (NLP)
Text mining
Topic modeling
Secondary Skills (desired)
Experience in omnichannel retail preferred
Experience of operating in GCC environment
Core Behaviors
Focus on Customers - At Lowe’s, we put customers first by delivering SMART customer service. I build strong relationships with all customers, deliver solutions that meet their needs and think of new ways to add more value.
Deliver Results - I hold myself and others accountable for delivering results, even through tough circumstances and ongoing change.
Take-Action - I take action quickly and push things forward with a sense of urgency and enthusiasm.
Show Courage - I step up to address difficult issues, make tough decisions and bring things up that need to be resolved without fear or hesitation.
Continue Learning - I continuously learn and grow – personally and professionally – to meet my individual and organizational goals. I ensure those around me do the same.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, 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 state or local law. Lowe’s wishes to maintain appropriate standards and integrity in meeting the requirements of the Information Technology Act’s privacy provisions.
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.
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 20 million customers a week in the United States. Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ over 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the 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.
