IND-Analyst_Content Oversight_UGC_Ratings

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.

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

Job Summary

• As an Analyst - UGC, you will independently manage User Generated Content operations and support key UGC strategic initiatives.

• The role requires strong ownership and accountability, with the ability to drive deliverables with minimal follow-up or intervention.

• Analyze UGC data to identify gaps, trends, opportunities, and actionable business insights.

• Demonstrate strong comprehension, communication, and executive presentation skills to effectively articulate findings and recommendations.

• Own weekly, monthly, and leadership reporting, including KPI tracking and performance measurement mechanisms.

• Partner effectively with cross-functional stakeholders to drive timely execution and measurable outcomes.

• Leverage AI tools such as ChatGPT and Custom GPTs, including effective prompting, to enhance analysis, reporting, and operational efficiency.

• Continuously identify opportunities for process improvement, automation, and greater business impact.

Roles & Responsibilities

• Independently manage day-to-day UGC activities/ticketing & resolve assigned issues within defined SLAs.
• Demonstrate strong ownership and accountability, driving assigned deliverables with minimal follow-up.
• Proactively communicate progress, risks, blockers, and dependencies to relevant stakeholders.
• Perform quality checks and audits to ensure process accuracy and compliance.
• Leverage AI tools, including ChatGPT and Custom GPTs, to support analysis, reporting, and productivity.
• Demonstrate strong comprehension, communication, and stakeholder management skills.
• Analyze UGC data to identify Ratings & Reviews and Q&A gaps, trends, and opportunities.
• Partner with cross-functional teams to identify and address UGC gaps and opportunities.
• Collaborate with onshore and offshore teams to improve UGC coverage across Lowe’s catalog.
• Support UGC initiatives including syndication, review migration, product families, moderation, and review generation.
• Support DCR and PLR activities through data preparation, analysis, and opportunity identification.
• Own weekly, monthly, and leadership reporting, including KPI tracking and performance measurement.
• Create executive-level presentations highlighting key insights, risks, opportunities, and recommendations.
• Support Power BI / MicroStrategy dashboards and validate reporting accuracy.
• Perform gap analysis and provide actionable recommendations to improve UGC performance.
• Work with Brand Advocates, vendors, Merchants, and stakeholders to improve Ratings & Reviews and Q&A performance.
• Identify recurring operational issues and partner with relevant teams toward resolution.
• Maintain process documentation, SOPs, process flows, and reference materials.
• Identify process improvement and automation opportunities to improve efficiency.
• Work toward individual and team goals with a focus on measurable business impact.

Years of Experience

• 2+ years of Retail Experience

Education Qualification & Certifications

• Bachelor's degree / MBA / Retail Operations Management

Primary Skills

• Any UGC or Ratings and Reviews exp will be an added advantage
• Understanding of Retail Industry (local or global)
• Strong communication skills - ability to comprehend, articulate and seamlessly communicate locally and globally
• Problem Solving - ability to leverage data, information and visuals to solve business and execution challenges.

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.