Data Analyst V (6347)

itD Tech•Phoenix, AZ

1d•Remote

About The Position

itD is seeking a Data Analyst V to analyze customer experience and customer support data for Reality Labs, uncover actionable insights, and improve customer satisfaction across the end-to-end customer journey. The role requires translating complex customer data into insights that drive business improvements and customer-centric decisions. The position is remote in the United States, with candidates required to work Central or Pacific Time hours. The assignment is 12 months, with potential for extension or conversion, and is scheduled for 40 hours per week, Monday through Friday, with no overtime. Only direct W2 candidates are being considered; sponsorship is not available. The analyst will work with surveys, digital analytics, behavioral data, operational metrics, and customer support interactions. They will apply statistical methods, predictive analytics, machine learning, natural language processing, and Generative AI to identify trends, customer pain points, business drivers, and improvement opportunities. They will develop models and scorecards, measure initiative impact and ROI, and communicate findings to stakeholders. In addition to client work, the role includes internal practice activities such as participating in community meetings, contributing to thought leadership and practice materials, completing case studies and learning materials, attending networking events, and working with leadership on career development opportunities. itD describes itself as a woman- and minority-led consulting and software development firm focused on diversity, innovation, integrity, and business results. Employees work with Fortune 500 companies and high-performance teams across industries, as part of a global community with opportunities for career development and giving back to causes that matter.

Requirements

Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related field.
8+ years of experience in data analytics, data science, or a related field.
2+ years of experience in customer experience, customer support, customer insights analytics, or marketing analytics.
Strong SQL programming skills and proficiency in Python or R.
Proficiency in statistical analysis techniques, including correlation analysis, multivariate regression, and feature-importance methods.
Experience with predictive analytics, machine learning, or AI techniques.
Working knowledge of AI-powered analytical tools and Generative AI technologies, including LLMs and AI agents.
Ability to translate complex data from multiple sources into clear, actionable insights tailored to stakeholder needs.
Demonstrated ability to collaborate with cross-functional teams and communicate technical findings to non-technical audiences.
Candidates must be able to work Central or Pacific Time hours.
Direct W2 candidates only; sponsorship is not available.

Nice To Haves

Master's or Ph.D. degree in a quantitative field.
Experience working with Customer Experience or Voice of Customer metrics, including NPS, CSAT, customer surveys, and customer feedback.
Familiarity with consumer electronics or retail businesses.
Experience with machine learning libraries and frameworks such as Pandas, scikit-learn, TensorFlow, or PyTorch.
Previous experience at Meta or another large technology company.

Responsibilities

Analyze large, complex datasets using SQL, Python or R, and statistical techniques to identify customer experience trends, pain points, and opportunities for improvement.
Synthesize customer signals from surveys, digital analytics, behavioral data, operational metrics, and customer support interactions across the end-to-end customer journey.
Apply statistical modeling, predictive analytics, machine learning, and natural language processing to support conversation, transcript, and ticket analysis and generate actionable insights.
Develop customer segmentation and clustering models to identify common customer issues and recommend targeted solutions, including self-service resources.
Integrate customer feedback with transactional, operational, and behavioral data to identify key drivers of customer satisfaction and business outcomes.
Design, test, and launch customer experience and support metric scorecards to track KPIs and evaluate performance across digital, AI-powered, and human-assisted support channels.
Use Generative AI tools, large language models, and AI agents to automate data analysis, clean datasets, generate visualizations, and streamline multi-step analytical workflows.
Quantify the business impact and ROI of customer experience initiatives by connecting customer metrics with business outcomes.
Communicate analytical findings through clear reports and presentations, influence stakeholders, and drive corrective actions.
Attend regular internal practice community meetings.
Collaborate with the itD practice team on industry thought leadership.
Complete client case studies and learning materials, including blogs and media materials.
Build materials for the Digital Transformation practice.
Attend internal itD networking events, in person and virtually.
Work with leadership on career fast-track opportunities.