As a CX Analyst Lead at 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 customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.
Customer Experience Analyst Lead (Customer Support) Responsibilities:
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- Identify trends, opportunities, and pain points across Reality Lab's customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)
- Monitor customer feedback to identify emerging trends and issues and performing root causes analysis
- Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of 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 within support functions and develop action plans to remediate and measure effectiveness
- Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights
- Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights
- Bring insights and recommendations to the forefront of stakeholders and executives' mindshare via engaging presentations
- 6+ years of experience in data analytics, data science, or related analytical roles
- 3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles
- Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL
- Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
- Experience working with customer support operational metrics
- Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
- Proficiency in data visualization tools (e.g., Tableau, Power BI)
- Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
- Knowledge of natural language processing (NLP) techniques
- Experience working with Salesforce
- Experience working with customer experience platforms (e.g., Medallia, Qualtrics)
- Knowledge of predictive analytics or ML/AL techniques
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
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.
$110,000/year to $158,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.