Data Analytics & Engineering Data Analyst IV

Job Title: Data Analytics & Engineering - Data Analyst IV

US-Remote (PST or CST preferred)

Job Description: Job title: Customer Experience and Support Analyst

Description:

As a CX Analyst for Reality Labs Customer Experience (CX) team you will join a global team leveraging customer feedback to drive service improvements and business growth. You will analyze support surveys and operational data to identify improvement areas and partner with cross-functional teams to implement enhancement strategies. By applying your expertise in data analysis and storytelling you will help define the future of our customer support program.

Responsibilities

Identify trends opportunities and pain points across Reality Labs customer support channels using various data sources (customer support operational data case transcripts surveys and other relevant data).

Monitor customer feedback to identify emerging trends and issues and perform root cause 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 (AI analytics tools Salesforce Hive) to analyze and deliver insights.

Required Qualifications

6 years of experience in data analytics data science or related analytical roles.

6 years of work experience in analytics data querying languages such

6 as SQL and statistical analysis methods

Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders 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 statistical analysis techniques and utilizing R Python or similar scripting languages/tools.

Desired Qualifications

Masters degree in Computer Science Data Science Statistics Mathematics or related field

3 years of experience in customer experience customer support

3 customer care or other service-related analytics roles

Proficiency in AI-powered tools: Demonstrated working knowledge of Generative AI technologies (e.g. LLMs and AI agents) with experience designing prompting and orchestrating AI systems (e.g. prompt engineering) to automate data analysis synthesize insights and execute multi-step analytical tasks (e.g. prompting agents to clean datasets or build visualizations).

Experience working with Salesforce

Knowledge of predictive analytics or ML/AI techniques