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Lowe's Service Excellence Business Consultant - Remote in Mooresville, North Carolina

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits .

Lowe’s is able to offer remote employment of this position in the following states: AL, AR, AZ, CA(salaried roles only), CT, CO, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, MA, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY.

Job Summary

The primary purpose of this role is to ensure the optimal operations of the Global HR Services team, with primary focus being on the Associate Care Center. The incumbent will partner both cross functionally with primary contacts as well as intra department with senior members of global HR services to ensure operations are effective and efficient. This role will be responsible for ensuring that quantity and quality insights, dashboards, metrics are available to the customer as defined. Additionally, the insights from this role will enable value added service delivery at the lowest service tier and continuous improvement. The incumbent will lead a variety of complex activities in the design and administration of global HR services programs. Major responsibilities will include queries and analysis of complex HR service delivery data, operating model research and analysis, vendor and service performance analysis, process implementations, and proactively identifying areas of greater automation and self-service activities. This position must rely on experience and judgment to plan and accomplish goals and will lead and direct the work of others. A wide degree of creativity and latitude is expected. The Service Excellence Consultant works closely with key stakeholders to understand the objective and ensure the appropriate HR Service Delivery insights are provided.

Key Responsibilities

  • Proactively partners with the Directors of the global HR services team on strategy execution

  • Proactively provides insights to help ensure that information provided is aligned with HR and HR service delivery strategies and are progressive.

  • Develops financial models to convey the value of global HR services and the cost of providing support for new initiatives, programs, projects, etc.

  • Queries and performs analysis of service delivery data to identify problems and support the identification and execution of solutions that solve the functional problem while still meeting broader global HR service needs

  • Leads research of best practices, performance of benchmarking analysis and comparisons under the direction of the Global HR Services Directors

  • Synthesizes findings, prepares reports and presentations, and presents findings to all of management.

  • Proactively reviews and evaluates reports and dashboards to identify trends and opportunities for improvement. Recommends changes based on results of analysis performed. Provides leadership with hypotheses and recommendations related to the findings in the data.

  • Supports audits related to the data quality and the correction of errors in HR databases.

  • Proactively provides consultative problem-solving support for identified business issues

  • Assists leadership in identifying opportunities of continual improvement in global HR service programs and barriers to change that limit the success of global HR service programs

Required Education/Experience

  • Bachelors Degree in Business, Finance, Accounting, Economics, Mathematics, or related field OR 4 years relevant experience

  • 6 years of relevant professional experience in a contact center operations environment.

  • Experience using Microsoft Access as well as other business related software and analytical tools.

  • Experience analyzing data, synthesizing it, summarizing insights and recommendations.

  • Experience developing complex costing methodologies

Preferred Education/Experience

  • Masters Degree in Business, Finance, Accounting, Economics, Mathematics, or related field

  • Experience in ServiceNow, Workday, PowerBI and SQL reporting

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 19 million customer transactions a week in the United States and Canada. With fiscal year 2021 sales of over $96 billion, Lowe’s and its related businesses operate or service nearly 2,200 home improvement and hardware stores and employ over 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.

EEO Statement

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. Pay Range for Colorado and New York : $76,500.00 - $127,500.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits .

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