Lowe's is looking to improve customer experience across its digital platforms, specifically by evaluating and enhancing the quality of AI-generated responses and analyzing user behavior, site performance, and technical friction points.
Requirements
- Expertise in web and AI analytics tools (Adobe Analytics, Medallia, FullStory, AI evaluation frameworks)
- Fluency in AI concepts, conversational UX, and prompt evaluation techniques
- Understanding of site performance metrics, Core Web Vitals.
- Proficiency with SQL, Excel, Power BI, Tableau, or Looker
- Familiarity with feedback classification systems, tagging tools (e.g., LabelStudio)
- Experience in customer behavior analysis, digital funnel optimization, or eCommerce experience improvement
Responsibilities
- Oversee execution of AI response audits and site behavior analyses across multiple business cohorts.
- Define and refine evaluation criteria for AI responses (accuracy, relevance, usefulness) and web analytics KPIs (bounce rate, engagement time, scroll depth, Core Web Vitals).
- Identify dissatisfaction trends and technical friction points; drive root cause analysis and action planning.
- Develop and maintain clear documentation for evaluation methodologies, content tagging, and site analytics frameworks.
- Establish and track KPIs for AI performance improvement, site health metrics, and team throughput.
- Deliver regular insight narratives, executive summaries, and deep dive analyses using visualization tools like Power BI.
- Champion innovation and continuous improvement in analytics processes, tooling, and strategic storytelling.
Other
- Partner with cross-functional Product, Content, UX, and Technology teams to inform experience improvements.
- Own planning, prioritization, and governance of insights programs, ensuring consistency and high quality.
- Coach, mentor, and upskill a team of 4-5 Analysts to foster high performance and intellectual curiosity.
- Influence without authority by presenting structured, data-backed recommendations to leadership forums.
- 6+ years of work experience in analytics, insights, or quality evaluation roles
- 3+ years of Online/ Retail experience
- Strong analytical, critical thinking, and problem-solving skills
- Experience leading projects and managing cross-functional initiatives
- Excellent communication and data storytelling skills (verbal, written, visual)
- High ownership mindset with the ability to operate independently and prioritize effectively
- JIRA, Agile workflow familiarity
