Senior Analyst – MyLow & Chat Analytics

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 is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. 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

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

The Digital Commerce team at Lowe’s India is an extension to the core Digital Commerce function at Lowes’ Headquarters in Mooresville. MyLow team within Digital Commerce focuses on improving customer self-service and supporting purchase journeys. The team brings together MyLow’s product usage, digital behavior, AI-enabled chat, customer feedback, and assisted-service signals to build a comprehensive view of adoption, resolution, and customer friction. By connecting customer interaction data with operational and business outcomes, the team identifies emerging issues, uncovers root causes, quantifies impact, and recommends improvements to partners.

Job Summary

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The MyLow analytics team enables Lowe’s to better understand and improve how customers interact with MyLow and related conversational experiences across digital touchpoints. The team brings together structured measurements, business context, and advanced analytics to evaluate performance, surface opportunities, and guide experience enhancements through data-driven recommendations. The goal is to improve successful self-service, customer experience, and operational efficiency through measurable and scalable decision-making.

As a Senior Analyst, you will serve as a key analytics partner supporting MyLow and adjacent conversational experience initiatives. The role requires strong analytical and problem-solving skills, with hands-on responsibility across reporting, dashboarding, ad hoc analysis, root-cause investigations, and business-facing storytelling. You will work in a fast-paced environment to translate complex behavioral and experience data into actionable insights. This role also provides opportunities to contribute to advanced analytics and data science use cases to improve customer outcomes and operational efficiency.

Roles & Responsibilities:

Core Responsibilities:

• Data Analysis: Perform hands-on analysis across data extraction, data wrangling, data modeling, KPI development, dashboarding, statistical analysis, insight generation, and business recommendations.
• Data Integration & Quality: Utilize SQL, Power BI/Looker, Python, and other platforms to combine large datasets from product, web or app behavior, chat platforms, customer care, contact center, and operational sources.
• Reporting & Visualization: Build and maintain scorecards, dashboards, and automated reports that provide visibility into business performance, customer behavior, trends, emerging risks, and improvement impact.
• Measurement Frameworks: Define scalable KPI frameworks for adoption, active usage, intent mix, engagement, abandonment, containment, successful resolution, handoffs, escalations, repeat contacts, customer experience, and operational efficiency.
• Customer Journey & Chatbot Analytics: Analyze customer journeys, customer intents, response outcomes, fallbacks, unresolved sessions, transfers, and assisted-channel movement to identify friction points and improvement opportunities.
• Root-Cause Analysis: Identify recurring failure patterns, response or content gaps, abandonment and escalation drivers, and emerging issues by validating hypotheses and quantify affected customers, operational impact, and business opportunity.
• Advanced Analytics & Data Science: Apply data science concepts (forecasting, regression and driver analysis, segmentation, anomaly detection, predictive modeling, and causal/incrementality, NLP or text mining methods) where appropriate to support complex decisions.
• Analytics Innovation: Proactively identify new analysis use cases, opportunities to improve efficiency (e.g., automation, advanced modelling, integrating AI/LLM capabilities) that enable deeper insights generation.
• Experimentation & Impact Measurement: Establish baselines, success metrics, test & control approaches, and guardrails to evaluate chatbot, prompt or model, knowledge-content, product-feature, including intended and unintended effects.
• Forecasting & Operational Planning: Develop forecasts and scenarios for MyLow’s usage, chatbot demand, assisted chat and call volumes, transfers, and escalations to support capacity planning and issue management.
• Automation & Governance: Create reusable datasets, scheduled reports, alerts, and standardized metric definitions to improve reporting efficiency and consistency.
• Stakeholder Partnership & Storytelling: Partner with Product, Operations, Technology, and other partners to translate business questions into analysis and communicate findings and recommendations clearly.

Years of Experience:

• 4+ years of relevant experience in analytics/data science focused role in Retail/E-commerce or a digital business.
• Background in digital, product or customer analytics is preferred.
• Experience working in omni-channel organization, US-based companies or stakeholders/clients (preferred).

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

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• Bachelor’s degree in Analytics, Engineering, Business, (or a related field) is preferred.
• Master’s degree in Analytics, Data Science, Digital Marketing, or Business (optional).

Skill Set Required

Primary Skills (must have)

• Strong proficiency in SQL and experience working with large datasets.
• Hands-on experience with data visualization and BI tools, especially Power BI and Looker Studio.
• Working knowledge of Python for data manipulation and analysis.
• Proficiency with web analytics and measurement tools such as Adobe Analytics or Google Analytics.
• Strong analytical mindset and ability to translate data into strategic action.
• General understanding of Generative AI and its application to analytics or digital-product use cases.
• Proven ability to manage multiple priorities and deliver high-impact projects across teams.

Secondary Skills (desired)

• Experience with AI enabled chatbot, chat operations, or conversational-product analytics.
• Familiarity with customer feedback sources, survey data, or customer listening platforms.
• Interest/exposure to advanced analytics techniques such as time-series forecasting, regression modelling, etc.
• Optional exposure to NLP or text analytics, including transcript mining, intent classification, sentiment analysis, topic modeling, summarization, or text clustering.
• Familiarity with LLM evaluation, prompt testing, response-quality frameworks, annotation workflows, tagging schemas, or taxonomy design.
• Exposure to modern data pipelines and analytics stack (e.g., scheduled queries, Airflow, Google BigQuery, etc.)

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.