Services Optimization Analyst

Lowe's Companies, Inc.•Mooresville, NC

3d•Onsite

About The Position

The Services Optimization Analyst will work with PROviders, field leaders and Installation Merchants in supporting strategic initiatives in optimizing Lowe's PROvider Network to improve customer experience and deliver on Services KPIs. The Analyst will build strong business relationships with all stakeholders, internal and external, and analyze PROvider performance in specific categories and across the country. They will also be responsible for understanding customer behavior, executing strategic plans and participating in presentations with the PROvider Support Manager and Installation merchant partners to gain alignment on planned initiatives. The Analyst will support Services strategies and partner with cross-functional leadership to identify process improvement opportunities that will optimize effectiveness leading to improved customer experience and business growth. This role will also be responsible for gathering and analyzing service/project specific information and communicating with the appropriate Services stakeholder. In addition, this individual will need to be able to adapt to rapidly evolving business needs.

Requirements

Associate degree
Associates or Bachelor's Degree in a related field or equivalent years of experience in lieu of education requirement, if applicable
High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
1 Year Experience in, high volume retail, service support, or similar work environment.
1 Year Experience using CRM (Customer Relationship Management) tool, MS Word, MS Excel and MS Outlook.
Less than 1 Year Experience working with Third Party PROvider

Responsibilities

Collaborate with cross functional teams to optimize processes for improved efficiency and operational service levels.
Create processes and standard operating procedures leveraging current procedures.
Provide support for the implementation and execution of action plans related to PROvider Optimizations or Transitions.
Identify root cause for exceptions and escalate as necessary to prevent customer impacts.
Track and analyze insights from each Optimization and transition to share with leadership team for proposed improvements.
Support Optimization and Transition calls with PROvider, FPM, NIM, etc.
Work cross functionally with SSC teams, field, compliance and IST for smooth transitions.
Maintain the process, track RFP efforts, analyze insights, and liaison to stakeholders to support and align activities for future RFPs.
Provide analytical support to help ensure that all plans and transitions are aligned with Services strategies.
Provide subject matter expert support to management team and other stakeholders.
Coordinate the execution of projects through written communications, conference calls, and meetings.
Proactively review and analyze category performance and provide recommendations to improve results and increase customer satisfaction.
Compile data and information while partnering with internal teams in the successful execution of the line review.