Meta AR/VR Job | Customer Experience Analyst
Job（岗位）: Customer Experience Analyst
Type（岗位类型）: Analytics | Consumer Marketing, Data Science, Research
Citys（岗位城市）: Sunnyvale, CA | Remote, US
Date（发布日期）: 2022-2-16
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 at Reality Labs, you will be part of a growing, global customer experience practice that is focused on using analytics to improve our customer experiences. You get to influence the business by translating customer feedback across the end-to-end customer journeys into actionable insights that drives business improvements and strategies.
Qualifications（岗位要求）
5+ years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields
Proficiency in telling a comprehensive and compelling story with customer feedback and linking different sources of data to provide actionable insights tailored to partners’ needs
Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills. Experience with building reports and dashboards using Tableau
Experience with statistical analytics techniques and using R or Python or a similar scripting language/tool to run the analysis
Experience working autonomously and proactively, identifying new opportunities and reaching out to partners with new insights
Description（岗位职责）
As the Customer Experience Analytics at Reality Labs, You also 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
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 that influence decision making and business optimizations
Continuously monitor customer feedback to identify emerging trends and issues and perform deep dive analysis to identify wins and opportunity areas
Sharing the insights broadly and collaborate with appropriate business partners to drive customer centric decisions
Gather business requirements and collaborate with internal and external cross-functional teams 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
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/Data Science, Engineering, Economics, or a related field of study
Experience working with customer experience platforms such as Medallia
Knowledge of predictive analytics or ML/AL techniques
Experience building and managing text analytics tools is strongly preferred Experience working on quantitative research projects in the area of consumer insights
Experience working or in support of a CX or VoC team Experience and knowledge in survey design and CX program management
