Description

About the Team The Reality Labs Customer Experience (CX) team at Meta is dedicated to improving customer
experiences across the entire customer journey. As a Customer Experience Analyst, you will be part of a global
practice focused on understanding and learning from our customers. You will leverage customer insights to drive
business improvements and promote customer-centric decision-making throughout the organization. You will play
a pivotal role in boosting customer satisfaction and loyalty by analyzing feedback, identifying areas for
improvement, and collaborating with cross-functional teams to develop and implement strategies that enhance
the overall customer experience. By combining your strong background in CX/VoC, expertise in data analysis and
storytelling, and passion for customer centricity, you will help shape the future of our customer experience
program and contribute to the growth and success of our organization. Responsibilities ● Work with large and
complex datasets to solve challenging problems using various analytical and statistical approaches. ● Synthesize
and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, behavioral, and operational
data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement. ● Apply
advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale
customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights. ●
Use clustering and segmentation techniques to identify common customer issues and recommend targeted
solutions or self-service resources. ● Develop and maintain robust reporting and dashboards to track customer
experience metrics and KPIs. ● Integrate customer feedback data with other transactional, operational, and
behavioral data sources to create a comprehensive picture of customer experience drivers. ● Advocate for
customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing
insights among key stakeholders. ● Collaborate with cross-functional teams to identify root causes of customer
issues and develop action plans to remediate and measure effectiveness. ● Communicate complex technical
concepts to non-technical stakeholders. Required Qualifications ● Degree in Analytics, Statistics, Mathematics,
Computer/Data Science, Engineering, or a related field. ● 6+ years of experience in data analytics, data science,
or related fields. ● 3+ years of experience in customer experience, customer support, or customer insights
analytics. ● Proficiency in crafting compelling stories using complex data sources to provide actionable insights
tailored to stakeholders’ needs. ● Experience creating reports, visualizations, and dashboards and
communicating results and analyses to technical and non-technical audiences. ● Experience working with
Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback. ●
Strong programming skills in Python, R, and SQL. ● Proficiency in data visualization tools (e.g., Tableau, Power
BI). ● Proficiency in utilizing statistical analytics techniques. ● Demonstrated ability to work collaboratively with
cross-functional teams. Preferred Qualifications ● Master's or Ph.D. Degree in a quantitative field. ● Familiarity
with consumer electronics or retail business. ● Proficiency in conducting predictive analytics or running ML/AL
techniques. ● Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch

Candidate Requirements
Must-Have Skills
1 Very technical with marketing background
2 Customer segmentation for marketing
3 Customer support
4 Comfortable with temporary tables in SQL
5 Strong skills in Python Pandas and data structures
6 Experience with data modeling (regression, NLP).
Nice-to-have Skills
1 Experience with reality labs
2 Machine learning
3 WIll they have the ability to know if things go wrong using AI
4
Use AI to accelerate the speed, but know what is being
produced
5 Customer Experience/Customer Support Preferred
Years of overall experience required? 8-10 years
Degrees/certifications required?
Master's or Ph.D. Degree in a quantitative field preferred, not as
important Academic coursework can replace some years of
experience

Key Skills

Education

Master's degree