Contact Center Business Intelligence Analyst

Lowe's; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in the home improvement sector is seeking a Data Analyst to enhance customer experience through data analysis and process improvements. The ideal candidate will leverage their analytical skills to provide actionable insights and collaborate with cross-functional teams. This role requires a Bachelor's degree in a relevant field and experience with large datasets, statistical analysis, and customer feedback tools. Join us to make a significant impact on customer satisfaction and operational efficiency.

Qualifications

• 3-5 years of experience in data mining, analysis, and modeling.
• 1-2 years experience in data analytics and customer experience.

Responsibilities

• Analyze trends affecting customer experience using contact center tools.
• Communicate insights to leaders and implement process improvements.

Skills

Data Analysis

Statistical Summaries

Communication

Education

Bachelor’s Degree in Analytics

Bachelor’s Degree in Computer Science

Tools

SQL

Office Applications

Sentiment Analysis Tools

Job description

Essential Functions:

1. Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.
2. Supports business challenges by understanding issues; collecting, cleaning, transforming, and restructuring data for analysis; performing statistical summaries and tests relevant to business questions.
3. Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes that drive actionable insights.
4. Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences and implements process improvements to enhance customer and employee experience.
5. Works with Business Intelligence Leadership to improve survey programming, sampling, questionnaire development, data analysis, and vendor management.
6. Engages in self-development and builds effective relationships by sharing information, advising, mentoring, seeking feedback, and adapting to change.
7. Completes work by applying current expertise, collaborating across functions, managing priorities, and communicating progress and opportunities for improvement.

Minimum Requirements:

1. Bachelor’s Degree in Analytics, Computer Science, or related field.
2. 3-5 years of experience in data mining, analysis, and modeling with large datasets.
3. 1-2 years experience in data analytics, visualization, and customer experience.
4. Experience with contact center systems and tools.
5. Proficiency with Office applications and SQL.
6. Experience with sentiment analysis tools and customer feedback analysis.

Preferences:

1. Experience with feedback management platforms.
2. Advanced predictive modeling experience.