As a CX Analyst Lead at Reality Labs’ Customer Experience (CX) team, you’ll be part of a global team that unlocks the power of customer feedback and insights to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.

MINIMUM QUALIFICATIONS:

• 6+ years of experience in data analytics, data science, or related analytical roles
• 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
• Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
• Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Experience working with customer support operational metrics
• Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
• Proficiency in data visualization tools (e.g., Tableau, Power BI)
• Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools

PREFERRED QUALIFICATIONS:

• Master’s degree in Computer Science, Data Science, Statistics, Mathematics, or related field
• Knowledge of natural language processing (NLP) techniques
• Experience working with Salesforce
• Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
• Knowledge of predictive analytics or ML/AL techniques

• Identify trends, opportunities, and pain points across Reality Lab’s customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
• Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
• Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
• Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
• Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations