As a CX 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 to drive customer experience improvements and business growth. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing customer support surveys and operational data to identify areas for improvement, while partnering with cross-functional teams to develop and implement strategies to enhance the experiences. Leveraging your background in customer experience/support and analytics, and your passion for customer centricity, you will help shape the future of our customer support program and contribute to the growth and success of our organization.

Customer Experience Analyst Lead (Customer Support) Responsibilities

Identify trends, opportunities, and pain points across Reality Lab’s customer support channels using various systems and data sources (customer support operational data, case transcripts, surveys, and other relevant data)

Monitor customer feedback to identify emerging trends and issues and performing root causes analysis

Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of 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 within support functions and develop action plans to remediate and measure effectiveness

Utilize various systems and tools (Tableau, Excel, Salesforce, Hive) to analyze and deliver insights

Gather business requirements and collaborate with internal and external cross-functional partners in operationalizing the insights

Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations

Minimum Qualifications

6+ years of experience in data analytics, data science, or related analytical roles

3+ years of experience in customer experience, customer support, customer care, or other service related analytics roles

Demonstrated experience working with large datasets and statistical analysis methods, proficiency in using SQL

Experience working with Customer Experience or Voice-of-Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback

Experience working with customer support operational metrics

Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders

Proficiency in data visualization tools (e.g., Tableau, Power BI)

Experience with statistical analytics techniques and using R or Python or a similar scripting language/tools

Preferred Qualifications

Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field

Knowledge of natural language processing (NLP) techniques

Experience working with Salesforce

Experience working with customer experience platforms (e.g., Medallia, Qualtrics)

Knowledge of predictive analytics or ML/AL techniques

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.

$110,000/year to $158,000/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

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