Data Analyst Lead - Customer Experience Advanced Analytics

As a Data 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 across their end-to-end journeys to drive customer experience improvements and business growth. Your background and experience in advanced analytics will help us identify and act on our customers' needs, preferences, and behaviors, enabling us to deliver exceptional experiences.

In this role, you will employ your advanced analytics skills and functional expertise in customer insights to look at end-to-end customer journeys to identify trends, pain points, and opportunities in enhancing customer satisfaction and shaping the future of our product and services.

To be successful in this role, you'll have a passion for data storytelling, experience managing multiple projects concurrently, and enjoy a fast-moving organization. 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.Data Analyst Lead - Customer Experience Advanced Analytics Responsibilities

• Identify trends in customer experiences and opportunities to drive growth and CX strategy
• Provide a holistic view of customer experiences, identifying opportunities, and recommendations looking at end-to-end customer journeys
• Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights to drive CX improvements
• Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes
• Conduct statistical analysis/modeling, leveraging methods ranging from descriptive statistics to measurement models to answer exploratory and hypothesis-based questions to inform data-driven decisions. Leverages forecasting techniques to draw insights.
• Leverage data to create business stories that are clearly and concisely communicated through a wide range of relevant communication and presentation tools and techniques decisions and drives actions.
• Identify metrics that reflect operational and experiential success and inform business objectives. Evaluate opportunities as they arise, based on impact analysis and business priorities.

Minimum Qualifications

• 8+ years of experience in data analytics, data science, or related analytical roles
• Background and experience working with CX, customer support, customer insight, marketing or Voice-of-customer data
• 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 managing time-sensitive projects through to completion while balancing evolving priorities and a broad range of stakeholders
• Experience working with operations functions

Preferred Qualifications

• Master's degree in Computer Science, Statistics, Mathematics, or related field
• Experience creating interactive dashboards with Tableau, Power BI, and others, with proven communication and presentation skills to deliver actionable insights
• Experimentation experience to design multivariate tests, synthesize test results and build frameworks to make data-informed launch decisions
• 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)
• Experience working with operations functions, preferably in the customer experience or customer support operations space

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta 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.
$150,000/year to $213,000/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.

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