Data Analyst IV (6208)

itD Tech

1d•Remote

About The Position

Data Analyst IV to drive customer experience improvements for Reality Labs by transforming customer feedback and operational data into actionable business insights. The ideal candidate will bring deep experience in data analytics, customer experience analytics, and statistical analysis, with a proven track record of delivering data-driven recommendations that improve customer support operations and business outcomes.

Requirements

8+ years of experience in data analytics, data science, or related analytical roles.
6+ years of experience with SQL, data querying, and statistical analysis techniques.
Strong proficiency in Python, R, or similar scripting languages for data analysis.
Experience with Customer Experience (CX) or Voice of Customer (VoC) metrics, including NPS, CSAT, surveys, and customer feedback analysis.
Experience analyzing customer support operational metrics and identifying business improvement opportunities.
Demonstrated expertise in data storytelling and presenting complex analytical insights to non-technical stakeholders.
Experience applying statistical analysis methods to solve business problems.
Experience working with or willingness to adopt AI technologies within analytics workflows.
Bachelor's degree in Computer Science, Data Science, Statistics, Mathematics, a related field, or equivalent work experience required.

Nice To Haves

Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field.
Experience using Generative AI technologies, LLMs, AI agents, and prompt engineering to automate analytics workflows and insight generation.
Experience with Salesforce.
Knowledge of predictive analytics, machine learning, or AI techniques.
Experience supporting customer experience, customer support, customer care, or service-related analytics functions.

Responsibilities

Analyze customer support operational data, surveys, case transcripts, and other data sources to identify trends, customer pain points, and improvement opportunities.
Monitor customer feedback and Voice of Customer metrics (NPS, CSAT, etc.) to identify emerging issues and perform root cause analysis.
Integrate customer feedback with transactional, operational, and behavioral datasets to uncover key drivers impacting customer experience.
Develop recurring and ad hoc reports that communicate actionable insights and influence business decisions across cross-functional stakeholders.
Partner with customer support, operations, and business teams to identify root causes, recommend corrective actions, and measure improvement effectiveness.
Apply statistical analysis techniques and data storytelling to translate complex findings into clear business recommendations for technical and non-technical audiences.
Utilize SQL, Python, R, AI-powered analytics tools, Salesforce, and other analytical platforms to extract, analyze, and visualize data.
Attend regular internal practice community meetings.
Collaborate with your itD practice team on industry thought leadership.
Complete client case studies and learning material (blogs, media material).
Build out material to contribute to the Digital Transformation practice.
Attend internal itD networking events (in person and virtual).
Work with leadership on career fast-track opportunities.