Analyst Customer Insights

Overview

Analyst on the Customer Insights team at Lowe's India, using data and analytics to report on customer experience and market position and to turn them into insights for go-to-market strategy.

What you'll do

• Analyze customer feedback, LTR and NPS data to understand in-market trends and where to focus to improve customer experience, using the Medallia platform.
• Create reports and dashboards using Medallia capabilities.
• Work with the US (Mooresville) team to define reporting and analysis needs and build methodologies that deliver actionable insights on experience metrics.
• Identify appropriate univariate and multivariate analyses to surface key customer trends and insights, such as segmentation, Bayesian networks and factor analysis.
• Synthesize primary and secondary data sources into cohesive stories, trends and insights that drive strategic decision making across the enterprise.
• Connect information across workstreams to provide holistic insights on customer experience trends and strategy.
• Work with data operations teams to enhance data capabilities and develop tools that improve access to data and BI across the organization.

What you'll need

• 1-3 years of hands-on experience in customer experience analytics, customer analytics or customer insights.
• Master's degree in economics, statistics, analytics, or an MBA in marketing.
• Hands-on experience with the Medallia platform, SQL, Teradata, Hadoop and Python.
• Hands-on experience building statistical or mathematical models and multivariate analyses such as segmentation, logistic regression, Bayesian networks, factor analysis and conjoint analysis.
• Familiarity with experience platforms such as Medallia or Qualtrics, with understanding of their data and functionality.
• Ability to apply analytical tools and techniques to extract insights from structured and unstructured data.
• Consulting skills: ability to impact business decisions through analytics and research.
• Hands-on experience creating executive-level, audience-ready presentations that tell impactful stories.
• Excellent communication skills to connect with people from diverse backgrounds and experience.

Nice to have

• Experience working with text data.
• Experience working with customer experience or voice of customer metrics.
• Familiarity with the retail industry and key concepts.

Details

• Based at the on-site office in Bengaluru.