Meta AR/VR Job | Customer Experience Analyst Intern, RL

Job(岗位): Customer Experience Analyst Intern, RL

Type(岗位类型): Analytics | Business Marketing, Operations

Citys(岗位城市): Sunnyvale, CA

Date(发布日期): 2022-1-26

Summary(岗位介绍)

The Reality Labs Customer Experience at Meta is seeking a Customer Experience Analyst Intern to contribute to building analytics and translating customer feedback into actionable insights that will drive operational improvements.

The Customer Experience (CX) team is focused on improving customer experience across the end-to-end 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 a Customer Experience Analyst intern, you will be working with cross-functional partners across the Facebook Reality Labs organizations to gather requirements and create reports and dashboards that meet their needs. You will be synthesizing customer experience surveys with other transactional and operational data sources across customer journeys to proactively identify customer pain points and areas of opportunity.

The ideal candidate will have a strong knowledge of data and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data.

Our internships are 12 to 16 weeks long and we have various start dates throughout the year.

Qualifications(岗位要求)

Currently has, or is in the process of obtaining, a Bachelors or Masters in Data Analytics, Marketing, Business Administration, or related fields

Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment

1+ years of experience in data analytics, or customer feedback/survey analytics, statistical analysis, marketing analytics, or similar quantitative fields

Experience with building reports and dashboards using Tableau

Experience using customer feedback/data and linking different sources of data to tell a compelling story

Proficiency in querying, joining, and manipulating raw datasets for analysis with SQL skills

Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis

Excellent communication skills and comfortable working autonomously and proactively with cross-functional teams

Description(岗位职责)

Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas in customer experience

Translate the CX survey findings (e.g. NPS, CSAT) and other sources of feedback (e.g. customer comments) across different touch points into actionable insights

Represent the voice of customers by sharing the insights broadly with appropriate business partners to drive improvements

Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization

Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers

Advocate for customers by continuously developing periodic and ad-hoc reports and proactively distributing the insights among appropriate stakeholders

Create and maintain robust pipelines of data that yield visualized dashboards

Additional Requirements(额外要求)

Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study

Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback

Experience working on quantitative research projects in the area of consumer insights

Experience and knowledge in survey design

Intent to return to degree-program after completion of the internship/co-op

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