IND-Senior Analyst_Digital Chat and Agentic Support

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.

For more information, visit Lowes.com.

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.

To know more about Lowe's India, visit Lowes.co.in

About the Team

The Agentic AI team sits at the intersection of AI, analytics, and customer experience, focused on improving how customers and associates interact with Lowe’s digital platforms. The team evaluates and enhances both AI-generated responses and traditional web experiences, ensuring content is accurate, relevant, and genuinely useful.

By combining AI evaluation frameworks, site analytics, and customer behavior insights, the team turns data into clear actions. This includes monitoring response quality, identifying friction points, and measuring performance across the end-to-end digital journey.

Working closely with Product, Content, and Technology partners, the team drives continuous improvement through structured feedback loops and insight-led recommendations. The goal is to create a digital experience that is consistently accurate, intuitive, and valuable—while driving measurable improvements in performance and efficiency.

Job Summary:

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Sample Manager functions to elaborate on: executing direction from leadership, delivering results that align with strategic objectives, communicating critical information to other teams, managing vendor relationships, developing processes that align to organizational goals, specific technical skills required for managing a process.

The Senior Analyst independently drives analysis across AI and digital experience data to evaluate performance, diagnose issues, and generate actionable insights. This role owns problem-solving end-to-end—moving from data to insight to recommendation—while supporting feedback loops with cross-functional partners.

Roles & Responsibilities:

Core Responsibilities:

• Lead deep-dive analyses of AI responses and user behavior to assess quality, performance, and experience gaps
• Apply and refine evaluation frameworks; ensure quality and consistency in analysis outputs
• Identify recurring failure patterns, content gaps, and friction points; perform root cause analysis
• Translate findings into clear, structured recommendations for Product, Content, and Tech teams
• Build and maintain dashboards that track AI performance, user behavior trends, and improvement impact
• Drive feedback loops by partnering with stakeholders to validate issues and track resolution
• Optimize sampling strategies, tagging schemas, and evaluation approaches for better signal quality
• Contribute to experimentation, prompt testing, and edge-case scenario analysis
• Mentor Analysts on quality standards, analytical thinking, and best practices
• Proactively surface risks, opportunities, and emerging trends

Years of Experience:

• 4+ years of experience in data analysis, operational insights, or digital analytics
• Prior experience in e-commerce, retail ops, or AI/ML evaluation is a strong plus

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

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• Bachelors Degree – any discipline (preferred B. Tech/ MBA)
• Certifications in analytics tools, prompt engineering, or AI evaluation are a plus but not mandatory

Skill Set Required

Primary Skills (must have)

• Strong analytical and problem-solving skills
• Ability to independently structure and conduct deep-dive investigations
• Familiarity with evaluation frameworks for LLMs or AI-generated content
• Fluency in Excel; working knowledge of SQL, Power BI, or Tableau
• Ability to synthesize findings into structured written insights
• High attention to detail and comfort with ambiguity
• Strong interpersonal and written communication skills

Secondary Skills (desired)

• JIRA workflow management skills – reporting, dashboard, analysis, data extraction basis JQL query
• Exposure to prompt engineering techniques or language model interaction
• Experience with tagging systems or taxonomy design
• Understanding of AI/ML workflows or response generation systems
• Familiarity with feedback classification systems or tagging frameworks like Labelstudio

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.