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Jobs or company...

Customer Experience Analyst/Program Manager

Salary undisclosed

Apply on

Dice
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Simplified

Customer Experience Analyst/Program Manager

Other similar titles: CX Analyst, Voice of Customer Analyst, VoA Analyst, Customer Insights Analyst, CX Program Manager, VOC Program Manager, Customer Insights Program Manager.

Customer Experience Analyst/Program Manager

The Reality Labs Customer Experience (CX) team at Meta is focused on improving customer experiences across the end-to-end customer journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization. As the Customer Experience Analyst at Reality Labs, you will play a pivotal role in driving customer satisfaction by enabling customer listening capabilities, analyzing insights and feedback to identify areas for improvement, and partnering with cross-functional teams to drive strategies that enhance the overall customer experience. With your strong background in CX/VoC program management and expertise in data analysis and storytelling, as well as your 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:

  • Define team s listening and survey strategies leveraging best practices to collect quality data for customer improvements.
  • Design surveys and research programs for new listening touchpoints and support the improvements of the existing survey programs.
  • Manage end-to-end analytics and reporting needs for the program including VoC surveys and operational analytics within customer support.
  • Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
  • Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
  • Develop and maintain robust reporting and dashboards to track customer experience metrics (e.g., NPS, CSAT) and other service KPIs.
  • Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
  • Bring insights and recommendations to the forefront of stakeholders and executives mindshare via engaging presentations.

Required Qualifications:

  • 5+ years of experience in Customer Support, CX, VOC or similar functions
  • 4+ years of experience in CX or support/service data analysis or related fields including customer insights analysis, statistical analysis, and data science
  • 3+ years of experience in customer experience program management, survey design and implementation
  • Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
  • Proficiency in crafting compelling stories using multiple sources of data 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
  • Experience working with and analyzing customer support/service metrics and KPIs
  • Experience working with CXM platforms (e.g. Medallia, Qualtrics)
  • Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL.
  • Proficiency in data visualization tools (e.g., Tableau, Power BI)
  • Demonstrated ability to work collaboratively with cross-functional teams

Desired Qualifications:

  • Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
  • Experience and understanding of customer support or customer success business
  • Experience in B2B industry
  • Familiarity with consumer electronics or retail business
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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