The Senior Contact Center Business Intelligence Analyst is primarily responsible for serving as an analytics expert by translating business problems into analytic design and performing analysis or model building as appropriate. The position will supply internal and external business teams with data, information and analysis needed to promote and maintain a positive customer experience and drive supporting improvement strategies within Lowe's. Responsibilities include operational reporting, deep dives, and recommendations to guide the direction and success of customer-related initiatives. This position is responsible for following analytical best practices, accurately reporting and analyzing results and identifying insights for decision-making. The Senior CC Business Intelligence Analyst may also assist other Analysts through knowledge sharing, mentoring, or providing guidance on work deliverables, etc. In addition, the Senior CC Business Intelligence Analyst manages and participates in all aspects of complex departmental and cross-departmental projects supporting customer experience and performance improvement initiatives. The position works to identify and quantify emerging customer experience trends affecting the business, creating insights and recommendations that influence business decisions and drive business performance.