Data Analyst V – Customer Experience (CX)

Job Description

Location: US – Remote
Duration: 12 Months
Potential Extension/Conversion: Yes
Schedule: Full-time, 40 hours/week
Start Date: ASAP

About the Team
The Reality Labs Customer Experience (CX) team is dedicated to improving customer experiences across the entire customer journey. As a Customer Experience Analyst, you will be part of a global practice focused on understanding and learning from our customers. You will leverage customer insights to drive business improvements and promote customer-centric decision-making throughout the organization.

You will play a pivotal role in boosting customer satisfaction and loyalty by analyzing feedback, identifying areas for improvement, and collaborating with cross-functional teams to develop and implement strategies that enhance the overall customer experience.

By combining your strong background in CX/VoC, expertise in data analysis and storytelling, and passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of the organization.

Responsibilities
Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches.
Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement.
Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights.
Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.
Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer 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 and develop action plans to remediate and measure effectiveness.
Communicate complex technical concepts to non-technical stakeholders.

Required Qualifications
Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or related field.
6 years of experience in data analytics, data science, or related fields.
3 years of experience in customer experience, customer support, or customer insights analytics.
Experience crafting compelling stories using complex data sources to provide actionable insights tailored to stakeholders’ needs.
Experience creating reports, visualizations, and dashboards and communicating results to technical and non-technical audiences.
Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.
Strong programming skills in Python, R, and SQL.
Proficiency in data visualization tools such as Tableau or Power BI.
Proficiency utilizing statistical analytics techniques.
Demonstrated ability to work collaboratively with cross-functional teams.

Preferred Qualifications
Master’s or Ph.D. degree in a quantitative field.
Familiarity with consumer electronics or retail business.
Experience conducting predictive analytics or running ML/AI techniques.
Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.

Team / Project Overview
Supporting Reality Labs products and Customer Experience initiatives.
Advanced analytics function supporting CWAM with prediction models.
Focused on customer interactions with support teams.

Must-Have Skills
Very technical with marketing background
Customer segmentation for marketing
Customer support experience
Comfortable with temporary tables in SQL
Strong skills in Python Pandas and data structures
Experience with data modeling (regression, NLP)

Nice-to-Have Skills
Experience with Reality Labs
Machine learning experience
Ability to identify issues using AI
Ability to use AI tools effectively while understanding outputs
Customer Experience / Customer Support background preferred

Experience Requirements
8–10 years of overall experience preferred.
Advanced degree preferred but not required.
Academic coursework may replace some years of experience.