Job Description

Remote role / preferred timezone PST

The Reality Labs Customer Experience (CX) team is focused on improving customer experiences across the end-to-end customer journey. As the Customer Experience Analyst at Reality Labs, you will be part of a global customer experience practice dedicated to collecting customer intelligence and feedback and learning from our customers, by harnessing the power of analytics to drive and influence business improvements and bolster customer centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback regarding customer support experience, identifying areas for customer experience improvements. Leveraging your strong background in CX and/or Customer Support and expertise in data analysis and storytelling, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth of our organization.

Customer Experience Analyst Responsibilities
Identify opportunities areas and customer experience gaps across support channels using various systems and data sources (customer tickets, customer feedback, etc.)
Work with customer support program managers and leaders to report on overall program performance and provide recommendations for program improvements
Monitor customer feedback to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
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.
Translate the customer support and VOC data and metrics into actionable insights that influence customer experience improvements and help increase the operation s efficiency
Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to gather and analyze various sources of data to deliver insights
Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
Design and build insight-driven reports and dashboards that provide real-time and easy access to customer insights
Bring insights and recommendations to the forefront of stakeholders and executives mindshare via engaging presentations.

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.
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
Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL.
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.
Demonstrated ability to work collaboratively with cross-functional teams.

Preferred Qualifications
Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g. scikit-learn, TensorFlow)
Knowledge of natural language processing (NLP) techniques
Experience working with Salesforce
Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
Familiarity with consumer electronics or retail business
Experience with predictive analytics and ML/AL techniques
Certification in data science or related field (e.g., Certified Data Scientist)