Data Analyst (Customer Experience)

Summary :

As a Data Analytics Engineer at Meta 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 business improvements. Your background and experience in analytics will help us better understand our customers' needs, preferences, and behaviors, enabling us to deliver exceptional customer experiences. You'll also contribute to the development of data governance policies, data quality standards, and data visualization best practices, ensuring that our data assets are accurate, reliable, and actionable.We’re looking for a Data Analytics Engineer with demonstrated technical skills and functional understanding and background in customer experience insights with the focus on customer support and operations. This role will partner with various functions across the end-to-end customer journey to build and scale data and advanced analytics solutions to enhance customer satisfaction and build brand loyalty, while identifying opportunities to improve data foundations and analytics maturity. By analyzing complex data sets and identifying trends, patterns, and correlations, you'll help shape the future of our products and services.To be successful in this role, you'll have a passion for data, experience managing multiple projects concurrently, and enjoy a fast-moving organization. You’ll identify ways to tell a compelling story with data and design principles. You will thrive within cross-functional teams, excel at building and managing relationships with internal partners and stakeholders, and exhibit proven organizational and presentation skills.

Required Skills :

Data Analyst (Customer Experience) Responsibilities :

Design, develop, integrate, launch and maintain collections of data models, queries, reports and visualizations that support multiple use cases across customer journeys

Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights

Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes

Create interactive and dynamic data visualizations that communicate complex insights to stakeholders

Work closely with customer service and operations, product, and engineering teams to integrate data insights into business decisions and drive customer experience improvements

Develop and track key performance indicators to measure the effectiveness of customer experience initiatives

Continuously update knowledge of advanced analytics techniques, tools, and methodologies to ensure best practices are applied

Minimum Qualifications :

Minimum Qualifications :

Master's degree in Computer Science, Statistics, Mathematics, or related field

5 years of experience in data analytics, Business intelligence, data science, or related fields

Background and knowledge of CX and VoC space

Proficiency in programming languages such as Python, R, or SQL

Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g. scikit-learn, TensorFlow)

Experience creating interactive dashboards with Tableau, Power BI, and others, with proven communication and presentation skills to deliver actionable insights

Experience managing time-sensitive projects through to completion while balancing evolving priorities and a diverse range of stakeholders

Experience working with operations functions

Preferred Qualifications :

Preferred Qualifications :

Knowledge of natural language processing (NLP) techniques

Familiarity with customer support software (e.g., Salesforce)

Certification in data science or related field (e.g., Certified Data Scientist)

Familiarity with agile development methodologies and version control systems such as Git

Experience working in the high-volume consumer electronics industry

Experience working with operations functions, preferably in the customer experience or customer support operations space

Public Compensation :

124,000 / year to $176,000 / year bonus equity benefits

Industry : Internet

Equal Opportunity :

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

Salary : $176,000