Customer Experience Analyst Lead (Customer Support)

Meta Platforms • Austin, TX

66d

About The Position

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.

Requirements

• 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.)
• 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
• 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

Responsibilities

• Analyze customer support surveys and operational data to identify areas for improvement
• Partner with cross-functional teams to develop and implement strategies to enhance customer experiences
• Develop and maintain dashboards and reports to track key customer experience metrics
• Collaborate with stakeholders to design and implement data-led storytelling and insights
• Develop and maintain expertise in customer experience metrics and analytics tools

What This Job Offers

• Industry: Broadcasting and Content Providers
• Education Level: Master's degree
• Number of Employees: 5,001-10,000 employees