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**Job title: Customer Experience Analyst**
Other similar titles: CX Analyst Voice of Customer Analyst VoA Analyst Customer Insights Analyst Customer Feedback Analyst
Facebook Reality Labs Customer Experience 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 you will be responsible for translating customer feedback into actionable insights that will drive operational improvements. 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 customer experience and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data.
Translate the Customer Experience 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 in customer experience
Represent the voice of customers by sharing the insights broadly and collaborate with appropriate business partners to drive improvements and customer centric decisions
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
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
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 completing 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 using R or Python or SPSS or a similar scripting language/tool for statistical analysis
Comfortable working autonomously and proactively identifying new opportunities and reaching out to partners with new insights.
Degree in Marketing Business Statistics Mathematics Finance Computer Science Engineering Economics or a related field of study
Experience working with customer experience platforms such as Medallia
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
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.