Customer Experience Analyst

_Meta, W2 Contract__CX Analyst, Remote_Job Summary:

Meta is looking for a CX Analyst to join their Virtual Reality Labs (AR/VR) org remotely. You will be a part of their Customer Analytics team and will be responsible for translating customer feedback into actionable insights to drive operational improvements. You will work with cross-functional partners to gather requirements and create reports/dashboards. 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.

Job Qualifications:

• Over 5 years of experience in Data Analytics, Statistics, and Business Analytics.
• Proficient in building dashboards using Tableau.
• Strong statistical knowledge, including hypothesis testing, regression analysis, T-tests, Chi-square tests, etc.
• Expertise in SQL for data manipulation and querying.
• Extensive experience with customer experience data, survey data (NPS, CSAT), and customer support data.
• Skilled in creating visualizations and presentations in PowerPoint.
• Deep understanding of Customer Experience (CX) and Voice of Customer (VoC) metrics.
• Solid background in Data Science, with proficiency in Python.
• Experience in modeling and forecasting.

Job Responsibilities:

• Translating the customer experience survey (e.g. NPS, CSAT)
• Monitoring customer feedback to identify emerging trends and issues
• Design and build insight-driven tools, reports and dashboards that provide real-time and easy access to customer feedback across the organization