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.
- 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
- 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
$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.
Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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