IND_Manager-Voice of Customer

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® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where 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 and helping to develop the next generation of skilled trade experts. About Lowe’s India: At Lowe's India, we are the enablers who help create an engaging customer experience for our $97 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.

Read more about us at www.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.

Job Summary: The Manager, Customer Experience Analytics & Voice of Customer (VoC) leads the strategy, execution, and evolution of the organization's customer listening and customer experience analytics capabilities . This role is responsible for establishing a comprehensive understanding of customer sentiment, experience drivers, and pain points across the end-to-end customer journey, transforming customer feedback and behavioral signals into actionable insights that influence business priorities and customer experience investments.

The Manager partners closely with Product, Category, Customer Care, Fulfillment, Supply Chain, Merchandising, Marketing, Store Operations, and Technology leaders to identify customer experience opportunities, prioritize improvements, and measure the impact of customer-focused initiatives .

This role oversees the Voice of Customer program, customer experience measurement frameworks, and customer insights reporting, ensuring customer feedback is systematically translated into business action. As a people leader, the Manager develops and leads a high-performing team of analysts, establishes analytical standards and operating rhythms, and serves as a trusted advisor to senior leadership on customer experience trends, emerging risks, and strategic opportunities.

Roles & Responsibilities: Core Responsibilities: Voice of Customer Strategy & Program Leadership Lead the enterprise Voice of Customer (VoC) strategy and operating model, ensuring customer feedback is systematically collected, analyzed, prioritized, and acted upon.

Establish a unified framework for capturing customer feedback across internal and external channels. Define VoC priorities, roadmap, governance processes, and success metrics. Ensure customer insights are integrated into business planning, prioritization, and decision-making processes.

Customer Experience Analytics Leadership Own customer experience measurement and reporting across the end-to-end customer journey, including digital, store, fulfillment, delivery, returns, and customer support experiences. Develop and govern customer experience KPI frameworks, including NPS, CSAT, CES, sentiment, complaint rates, and other customer health indicators.

Identify emerging customer trends, pain points, and opportunities through advanced analytics and customer listening programs. Customer Journey & Root Cause Insights Lead cross-functional analyses to understand customer experience drivers and friction points across key journeys.

Connect customer feedback with operational, behavioral, and transactional data to identify root causes and quantify business impact. Drive prioritization of customer experience improvement opportunities based on customer and business outcomes.

Enterprise Customer Listening Oversee collection and analysis of customer feedback from surveys, contact center interactions, reviews, social media, app stores, marketplaces, store feedback, and other listening channels. Ensure consistent taxonomy, categorization, and prioritization of customer feedback.

Establish processes for identifying emerging issues and escalating critical customer concerns. AI, Text Analytics & Customer Intelligence Drive adoption of AI, NLP, and advanced analytics capabilities to analyze large volumes of customer feedback and detect emerging trends.

Develop scalable approaches for sentiment analysis, theme identification, and issue prioritization. Leverage predictive analytics to anticipate customer experience risks and opportunities. Executive Insights & Influence Translate complex customer insights into executive-ready narratives and strategic recommendations.

Deliver recurring customer experience reviews to senior leadership highlighting key themes, risks, opportunities, and business impacts. Influence product roadmaps, operational priorities, and investment decisions through customer-centric insights.

Team Leadership & Development Lead, coach, and develop a high-performing team of customer experience and VoC analysts . Establish analytical standards, insight quality expectations, and best practices for storytelling and stakeholder engagement.

Set team priorities, allocate resources, and manage workload across strategic and operational initiatives. Foster a culture of customer obsession, analytical rigor, and continuous improvement. Stakeholder Partnership Partner with Product, Digital, Customer Care, Fulfillment, Merchandising, Marketing, Supply Chain, Store Operations, and Technology leaders to drive customer experience improvements.

Facilitate cross-functional alignment on customer issues, priorities, and success measures. Ensure accountability and follow-through on customer experience improvement initiatives. Governance & Measurement Establish governance for customer experience metrics, feedback taxonomies, reporting standards, and analytical methodologies.

Track and report on the effectiveness of customer experience improvement initiatives. Ensure scalability, consistency, and transparency of customer insights across the organization. Years of Experience 8+ years of total experience in data analytics, data science (preferred) 4+ years of experience in Voice of Customer & E-commerce environments Experience in a large, complex omni-channel or e-commerce organization is strongly preferred Education 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 Role in Ecommerce / Omni Channel Retailer Required 3 Years Experience with SQL, Python/R (preferred), Adobe, Power BI, Text Analytics & AI, Sentiment Analysis 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 Customer listening frameworks Customer satisfaction and loyalty analytics Insight generation and opportunity sizing Text Analytics & AI Sentiment analysis Natural Language Processing (NLP) Text mining Topic modeling AI-driven insight generation Emerging issue detection 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, 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.