IND-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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The Analyst supports the evaluation and monitoring of AI-generated responses and digital experience performance across Lowe’s platforms. The role focuses on executing structured audits, tagging, and analysis to ensure data quality, consistency, and reliable insights.

In addition to evaluation work, the Analyst contributes to understanding live customer interactions across chat and AI channels by monitoring conversations, feedback, and operational signals. This role helps identify early patterns, surface improvement opportunities, and support enhancements to both conversational experiences and broader digital journeys.

Roles & Responsibilities:

Core Responsibilities:

• Execute prompt and response evaluations using defined frameworks for accuracy, relevance, and quality
• Perform tagging, classification, and validation across AI responses, chat transcripts, and digital interaction datasets
• Monitor customer intents, chat transcripts, and feedback signals to identify trends and improvement areas
• Track and report key site and experience metrics (engagement, exits, performance signals)
• Support QA monitoring and calibration exercises, including alignment with third-party vendor outputs and quality standards
• Identify content gaps, response inconsistencies, and experience friction points; escalate findings to senior team members
• Assist in analyzing chat and AI interaction flows to improve response quality and reduce customer friction
• Support creation of recurring reports, dashboards, and QA summaries for performance tracking
• Contribute to structured reporting and insights used for decision-making by senior team members
• Maintain documentation of evaluation rules, tagging logic, and audit processes
• Collaborate with Product, Content, UX, Technology, and operations teams to support experience improvements
• Participate in calibration sessions to ensure consistency and high-quality evaluation standards
• Raise risks, anomalies, or data inconsistencies that may impact reporting or experience quality

Years of Experience:

• 2+ 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)

Skill Set Required

Primary Skills (must have)

• Strong attention to detail with consistency in applying evaluation frameworks and tagging methodologies.
• Analytical skills with working knowledge of web analytics (Adobe Analytics, Google Analytics, or similar).
• Good understanding of digital content structures and familiarity with basic SEO principles.
• Proficiency in Excel and comfort working with structured templates and dashboards.
• Good verbal, written, and visual communication skills for reporting insights.
• Ability to work independently on audits, tagging, and research tasks within defined timelines.

Secondary Skills (desired)

• Exposure to AI-generated content evaluation and conversational AI platforms.
• Familiarity with customer behavior analysis tools like FullStory or Medallia.
• Experience with JIRA workflow management and reporting.
• Understanding of site speed metrics and Core Web Vitals interpretation.

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.