Customer Experience Analyst
Salary undisclosed
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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