Data Analyst V- REMOTE

Data Analyst V

Location: US- Remote

About the Team The Reality Labs Customer Experience (CX) team at Meta is dedicated to improving customer experiences across the entire customer journey.

As a Customer Experience Analyst you will be part of a global practice focused on understanding and learning from our customers.

You will leverage customer insights to drive business improvements and promote customer-centric decision-making throughout the organization.

You will play a pivotal role in boosting customer satisfaction and loyalty by analyzing feedback identifying areas for improvement and collaborating with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

By combining your strong background in CX/VoC expertise in data analysis and storytelling and passion for customer centricity you will help shape the future of our customer experience program and contribute to the growth and success of our organization.

Responsibilities

Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches. Synthesize and analyze customer feedback from multiple sources (e.g. surveys digital analytics behavioral and operational data) across end-to-end customer journeys to identify trends pain points and areas for improvement.

Apply advanced statistical modeling machine learning and natural language processing (NLP) to analyze large-scale customer support interactions (e.g. chat logs call transcripts support tickets) and extract actionable insights. Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.

Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.

Integrate customer feedback data with other transactional operational and Req Intake Template behavioral data sources to create a comprehensive picture of customer 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 and develop action plans to remediate and measure effectiveness. Communicate complex technical concepts to non-technical stakeholders.

Required Qualifications Degree in Analytics Statistics Mathematics Computer/Data Science Engineering or a related field.

6 years of experience in data analytics data science or related fields. 3 years of experience in customer experience customer support or customer insights analytics.

Proficiency in crafting compelling stories using complex data sources to provide actionable insights tailored to stakeholders needs.

Experience creating reports visualizations and dashboards and communicating results and analyses to technical and non-technical audiences.

Experience working with Customer Experience or Voice of Customer metrics (NPS CSAT etc.) surveys and customer feedback.

Strong programming skills in Python R and SQL.

Proficiency in data visualization tools (e.g. Tableau Power BI).

Proficiency in utilizing statistical analytics techniques.

Demonstrated ability to work collaboratively with cross-functional teams.

Preferred Qualifications Masters or Ph.D. Degree in a quantitative field.

Familiarity with consumer electronics or retail business. Proficiency in conducting predictive analytics or running ML/AL techniques.

Experience with machine learning libraries such as Pandas scikit-learn TensorFlow or PyTorch.

Must-Have Skills

1 Very technical with marketing background

2 Customer segmentation for marketing

3 Customer support

4 Comfortable with temporary tables in SQL

5 Strong skills in Python Pandas and data structures

6 Experience with data modeling (regression NLP).

Nice-to-have Skills

1 Experience with reality labs

2 Machine learning

3 Will they have the ability to know if things go wrong using AI

4 Use AI to accelerate the speed but know what is being produced

5 Customer Experience/Customer Support Preferred

Years of overall experience required

10 years

Degrees/certifications required

Masters or Ph.D. Degree in a quantitative field preferred not as important Academic coursework can replace some years of experience