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 Lead Analyst, Digital Fulfilment Analytics (DFA) is responsible for transforming customer feedback around fulfilment into actionable insights that improve customer fulfilment 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 multiple 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 Digital Fulfilment Analytics measurement frameworks, leading complex analytical investigations, and serving as a trusted advisor on customer fulfilment 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 post purchase 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:
Digital Fulfilment Analytics Program Management
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Consolidate fulfilment & post purchase feedback from multiple sources into a unified Digital Fulfilment Analytics framework.
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Establish processes to collect, standardize, categorize, and prioritize customer feedback across channels.
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Develop a comprehensive understanding of customer needs, pain points, expectations, and satisfaction drivers.
Customer Feedback Analytics
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Analyze customer feedback from various customer listening channels around fulfilment & post purchase.
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Identify recurring themes, emerging issues, and customer fulfilment experience opportunities through quantitative and qualitative analysis.
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Develop frameworks to classify customer feedback into actionable business categories and root causes.
Customer Journey Insights
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Map customer feedback to key customer journeys including discovery, purchase, fulfillment, delivery, returns, support, and loyalty experiences impacting the post purchase experience
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Identify friction points and moments that most significantly impact customer satisfaction and repeat purchase.
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Quantify customer pain points and prioritize opportunities based on customer and business impact.
Root Cause Analysis & Opportunity Identification
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Partner with Product, Operations, Fulfillment, Merchandising, and Customer Care teams to investigate customer issues and identify underlying drivers.
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Connect customer feedback with operational and behavioral data to validate hypotheses and quantify impact.
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Recommend corrective actions and improvement opportunities supported by data.
Sentiment & Experience Measurement
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Develop and maintain digital post purchase scorecards and fulfilment experience dashboards.
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Monitor customer sentiment trends, satisfaction metrics, complaint drivers, and experience performance indicators.
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Establish measurement frameworks to track improvements over time and evaluate initiative effectiveness.
AI & Text Analytics
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Leverage text analytics, natural language processing (NLP), and AI-enabled tools to identify themes, sentiment, emerging trends, and customer needs at scale.
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Develop automated approaches to classify and prioritize customer feedback.
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Evaluate emerging customer issues through proactive monitoring and alerting.
Executive Insights & Storytelling
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Translate customer feedback and analytical findings into executive-ready insights and recommendations.
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Create recurring fulfilment & post purchase experience reviews highlighting key themes, emerging risks, and business opportunities.
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Influence business priorities by clearly articulating customer impact and potential business outcomes.
Stakeholder Partnership
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Partner with Product, Customer Care, Digital, Merchandising, Fulfillment, Supply Chain, Marketing, and Store Operations leaders to drive customer-focused improvements.
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Support prioritization of initiatives through customer impact analysis and opportunity sizing.
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Act as a Digital Fulfilment Analytics advocate across the organization.
Governance & Continuous Improvement
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Define customer feedback taxonomy, governance processes, and measurement standards.
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Ensure consistency in customer fulfilment experience reporting and insight generation.
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Drive adoption of customer-centric decision-making practices across teams.
Years of Experience
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6+ years of total experience in data analytics, data science (preferred)
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4+ years of experience in E-commerce, supply chain, post purchase or logistics environments
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Experience in a large, complex omni-channel or e-commerce organization is strongly preferred
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
DFA / 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):
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Technical Analytics & Visualization Tools
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Advanced SQL and Python/R (preferred)
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Data Visualization, Dashboard and reporting development
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Tableau / Power BI / Looker / Adobe Analytics
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Advanced Excel and data modeling
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Text analytics platforms
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Survey analytics tools
Functional Skills :
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Digital Fulfilment Analytics
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Advanced Analytics & Problem Solving
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Structured problem-solving and hypothesis-driven analysis
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Insight generation and opportunity sizing
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Text Analytics & AI
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Sentiment analysis
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Natural Language Processing (NLP)
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Text mining
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Topic modeling
Secondary Skills (desired)
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Experience in omnichannel retail preferred
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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.
