Meta AR/VR Job | Customer Experience Insights Manager

Job（岗位）: Customer Experience Insights Manager

Type（岗位类型）: Operations

Citys（岗位城市）: Sunnyvale, CA | Remote, US

Date（发布日期）: 2022-2-14

Summary（岗位介绍）

The Reality Labs Customer Experience (CX) team at Meta is a fast growing team focused on improving customer experience across the end-to-end customer journey. We continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower customer centric actions and decisions across the Reality Labs.

As the Customer Experience Analytics Manager at Reality Labs, you will be responsible for leading and driving a fast, growing, global customer experience analytics practice focusing on translating customer feedback and other sources of data into actionable insights that drive business improvements. You are a seasoned customer centric leader with extensive experience in analytics transformation strategy in the customer experience industry. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a wealth of experience using advanced analytics techniques within the CX/VOC area to support thought leadership and evangelize innovative solutions and approaches that are solidly rooted in delivering continuous improvement to CX. You have a strong background in customer experience, are analytical and have a proven track record of building trusting cross-functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast-paced and extremely dynamic environment. Your ultimate goal is to build and lead a team who relentlessly focuses on increasing customer loyalty and advocacy by leading CX analytics excellence at every turn.

Qualifications（岗位要求）

7+ years of experience in VoA or CX analytics including experience in customer feedback and survey analytics, statistical analysis, marketing analytics, or similar fields

2+ years experience in people management or leadership role

Understanding of CX and VoC analytics, statistical analytics techniques, survey and text analytics

Proficiency in telling a comprehensive and compelling story with customer feedback and linking different sources of data to provide actionable insights tailored to stakeholders’ needs

Extensive experience working with and knowledge of Customer Experience or Customer metrics (NPS, CSAT, etc.) and surveys

Proficiency in creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences

Compelling storytelling and presentation skills

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

Proficiency in one or more analytics and visualization tools such as Tableau

Description（岗位职责）

You will manage a team of high-performing CX analysts in translating customer feedback and survey findings/metrics (e.g. NPS, CES, CSAT) and other sources of feedback (e.g. customer comments, operational, transactional data) across different touch points into actionable insights that influence decision making and business optimizations

Lead end-to-end analytics efforts in customer feedback and behaviors across their journey to drive customer experience improvements

Develop your team by providing mentorship, guidance, and career development to direct reports

Define team goals and objectives leading to a 360 view of the customer experience through descriptive and predictive analytics and build a holistic view of CX across all the customer touch points

Guide the team in operationalizing customer feedback through building actionable, targeted, and accessible insights for the partners that drive actions and CX improvements

Partner with cross-functional analytics teams to compliment CX insights with other sources of data

Lead the efforts towards applying more advanced data analytics techniques (e.g. predictive, AL/ML, and statistical analysis) towards a proactive approach in identifying customer pain points and opportunity areas and measuring the ROI of CX

Represent the customers and influence the company to listening and action on customer insights by proactively sharing the insights, continuously evangelizing and building relationship with CX influencers across the organizations

Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies

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

Additional Requirements（额外要求）

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

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

Experience working with customer experience platforms such as Medallia

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

Experience designing CX surveys

Experience building and managing text analytics tools is strongly preferred

Knowledge of predictive analytics or ML/AL techniques