IND_Senior Analyst-Digital Post Purchase & Fulfillment

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® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need.

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 $90+ 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 Digital Fulfilment Analytics Team enables data-driven decision-making across the post-purchase customer journey. The team drives measurement, deep-dive analysis, and insights generation for fulfilment inventory and planning, cancellations, returns, refunds, and other order lifecycle outcomes across Lowes.com and omnichannel fulfilment nodes.

Partnering closely with Fulfilment Operations, Inventory Planning, Transportation, Reverse Logistics, Customer Care, Digital Product, Technology, and Finance teams, Fulfilment Analytics ensures shared KPIs, consistent metric definitions, and actionable insights that improve customer experience while optimizing cost-to-serve.

Job Summary:

The Senior Analyst, Returns & Cancellations Analytics is responsible for delivering analytics and insights that improve the post-purchase customer experience by reducing order cancellations, returns, refunds, and fulfillment defects.

The Senior Analyst leverages data to monitor performance across the order lifecycle, conduct deep-dive analyses, and measure the effectiveness of initiatives aimed at improving fulfillment reliability and customer satisfaction.

The role plays a critical part in developing reporting solutions, investigating operational issues, and translating complex data into actionable business recommendations.

As an individual contributor, the Senior Analyst is expected to independently manage analytical projects, drive insights, and support decision-making through rigorous analysis, trusted metrics, and effective stakeholder collaboration.

This role partners closely with Fulfillment Operations, Supply Chain, Merchandising, Product, Customer Care, and Technology teams to identify root causes, quantify business impact, and recommend actions that improve order success rates while reducing operational costs.

Roles & Responsibilities:

Core Responsibilities:

• Returns & Cancellations Performance Analytics
  • Monitor and analyze key performance indicators related to order cancellations, returns, refunds, and fulfillment defects.
  • Identify trends, anomalies, and emerging issues impacting order completion and post-purchase customer experience.
  • Develop regular reporting and performance scorecards to track business performance against targets.
• Root Cause Analysis
  • Conduct structured root-cause analyses to identify drivers of cancellations and returns across inventory availability, product quality, fulfillment execution, customer behavior, carrier performance, vendor operations, and merchandising decisions.
  • Quantify the financial and customer experience impact of identified issues.
  • Partner with business teams to validate findings and prioritize improvement opportunities.
• Returns Analytics
  • Analyze return reasons, defect categories, damage trends, product quality issues, and customer return behavior.
  • Identify high-return products, categories, vendors, and customer segments requiring intervention.
  • Support initiatives to reduce avoidable returns and improve return process effectiveness.
• Cancellation Analytics
  • Investigate drivers of order cancellations including inventory shortages, sourcing failures, fulfillment constraints, payment issues, and customer-initiated cancellations.
  • Measure cancellation performance across fulfillment nodes, categories, products, and channels.
  • Identify opportunities to improve order promise accuracy and order completion rates.
• Operational Insights & Measurement
  • Support the development and maintenance of KPI frameworks for post-purchase and fulfillment health.
  • Evaluate performance of initiatives designed to reduce returns, cancellations, damages, and customer complaints.
  • Develop measurement plans and track outcomes against expected business impact.
• Dashboarding & Reporting
  • Build and maintain dashboards, automated reporting solutions, and self-service analytics tools.
  • Ensure metric consistency, data accuracy, and clear interpretation of business performance.
  • Provide timely insights to stakeholders through recurring reporting and ad hoc analyses.
• Data Management & Quality
  • Validate data quality and ensure consistency across reporting and analytical outputs.
  • Collaborate with Data Engineering teams to improve datasets, reporting processes, and data accessibility.
  • Support documentation of metrics, methodologies, and reporting standards.
• Stakeholder Partnership
  • Partner with Fulfillment Operations, Customer Care, Supply Chain, Merchandising, Product, and Technology teams to identify and address performance gaps.
  • Translate analytical findings into actionable recommendations and business insights.
  • Present findings and recommendations to cross-functional stakeholders and leadership teams.

Years of Experience

• 6+ years of total experience in data analytics, data science (preferred)
• 4+ years of experience in E-commerce, supply chain, post purchase or logistics environments
• Experience in a large, complex omni-channel or e-commerce organization is strongly preferred

Education Qualification & Certifications (optional)

Education

Required/Preferred

Education Level

Description

Required

Bachelor’s Degree

Business, Finance, Data Science, Economics, or Related Field

Preferred

Master’s degree

MBA or Related Field

Experience

Required/Preferred

Years of Experience

Description

Required

4 Years

Data Analytics Role in Ecommerce / Omni Channel Retailer

Required

3 Years

Experience with Excel, SQL, Python/R, Adobe, Power BI, Tableau, DART (or similar analysis tools)

Skill Set Required

Primary Skills (must have)

Technical skills (Advanced):

• Technical Analytics & Visualization Tools
  • Advanced SQL and Python/R
  • Data modeling and data validation
  • Data quality assessment and governance
  • Dashboard and reporting development
  • Tableau / Power BI / Looker / Adobe Analytics
  • Advanced Excel and data modeling
  • Reporting automation

Functional Skills:

• Advanced Analytics & Problem Solving
• Structured problem-solving and hypothesis-driven analysis
• Insight generation and opportunity sizing
• Hypothesis-driven problem solving
• Returns & Fulfillment Domain Knowledge
• Cancellation lifecycle and drivers

Secondary Skills (desired)

• Experience in omnichannel retail preferred
• Experience of operating in GCC environment

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.