CX Program Manager / Data Analyst III

Mindlance

Remote Location, CA(remote)

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JOB DETAILS

SALARY

$70–$85 Per Hour

SKILLS

Analysis Skills, Best Practices, Business-to-Business (B2B), Computer Science, Consumer Electronics, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Data Analysis, Data Collection, Data Science, Data Sets, Data Visualization Tools, Economics, Finance, Laboratory, Laboratory Analysis, Market Surveys, Marketing, Mathematics, Metrics, Operational Audit, Performance Metrics, Power BI, Project/Program Management, Reporting Dashboards, Reporting Skills, Retail, Root Cause Analysis, SQL (Structured Query Language), Statistics, Storytelling, Survey Design, Tableau, Team Player, Technical Analysis, Trend Analysis

LOCATION

Remote Location, CA(remote)

POSTED

3 days ago

Job Description: Description:
The Reality Labs Customer Experience (CX) team at Meta is focused on improving customer experiences across the end-to-end customer journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization.
As the Customer Experience Analyst at Reality Labs, you will play a pivotal role in driving customer satisfaction by enabling customer listening capabilities, analyzing insights and feedback to identify areas for improvement, and partnering with cross-functional teams to drive strategies that enhance the overall customer experience. With your strong background in CX/VoC program management and expertise in data analysis and storytelling, as well as your passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of our organization.

Responsibilities:
Define team s listening and survey strategies leveraging best practices to collect quality data for customer improvements.
Design surveys and research programs for new listening touchpoints and support the improvements of the existing survey programs.
Manage end-to-end analytics and reporting needs for the program including VoC surveys and operational analytics within customer support.
Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
Develop and maintain robust reporting and dashboards to track customer experience metrics (e.g., NPS, CSAT) and other service KPIs.
Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
Bring insights and recommendations to the forefront of stakeholders and executives mindshare via engaging presentations.

Required Qualifications :
5+ years of experience in Customer Support, CX, VOC or similar functions
+4 years of experience in CX or support/service data analysis or related fields including customer insights analysis, statistical analysis, and data science
3+ years of experience in customer experience program management, survey design and implementation
Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders needs
Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
Experience working with and analyzing customer support/service metrics and KPIs
Experience working with CXM platforms (e.g. Medallia, Qualtrics)
Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL.
Proficiency in data visualization tools (e.g., Tableau, Power BI)
Demonstrated ability to work collaboratively with cross-functional teams
Experience in B2B industry

Desired Qualifications:
Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
Experience and understanding of customer support or customer success business

Familiarity with consumer electronics or retail business
Comments for Suppliers:

Role is 60% Analytics and 40% Program Management.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

Mindlance

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