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Customer Experience Analyst
Description:
As a Customer Experience Analyst at Facebook Reality Labs CX team, 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, operational, and demographic sources of data across customer journey to proactively identify customer pain points and areas of opportunity.
The ideal candidate will have a strong knowledge of customer insights and statistical analysis, experience deriving insights from customer surveys, and demonstrated experience working cross-functionally with internal and external partners.

Responsibilities 
Translate the Customer Experience survey findings (e.g. NPS, CSAT) across different touch points into actionable insights that influence decision making and business optimizations
Perform deep dive analyses to identify emerging trends, wins, and opportunity areas in customer experience
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
Required Qualifications 

  • Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study
  • 5+ years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields
  • 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.), CX 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

Desired Qualifications 
Experience working with customer experience platforms such as Medallia
Experience building and managing text analytics tools
Experience working on quantitative research projects in the area of consumer insights
Experience working or in support of a CX or VoC team
 

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