Data Analytics & Engineering - Data Analyst IV-Remote

Role Overview

Join the Reality Labs Customer Experience (CX) team as a Data Analyst IV (CX Analyst) for a remote position. You will analyze customer feedback and operational support data to identify improvement opportunities and partner with cross-functional teams to implement and measure enhancements.

Responsibilities

• Identify trends, opportunities, and pain points across customer support channels using sources such as support operational data, case transcripts, surveys, and related datasets.
• Monitor customer feedback to detect emerging trends/issues and perform root cause analysis.
• Combine customer feedback with transactional, operational, and behavioral data to understand key experience drivers.
• Produce periodic and ad-hoc reporting that advocates for customers, shares insights with stakeholders, and drives corrective actions.
• Collaborate with cross-functional teams to identify root causes in support functions and develop action plans to remediate and measure effectiveness.
• Use tools and systems (including AI analytics tools, Salesforce, and Hive) to analyze data and deliver insights.

Required Qualifications

• 6+ years of experience in data analytics, data science, or related analytical roles.
• 6+ years using analytics and data querying languages (e.g., SQL) plus statistical analysis.
• Data storytelling skills with experience communicating complex insights to non-technical stakeholders.
• Experience with Voice of Customer / Customer Experience metrics such as NPS, CSAT, including surveys and feedback.
• Experience with customer support operational metrics.
• Statistical analysis experience using R, Python, or similar scripting tools.

Desired Qualifications

• Master’s degree in Computer Science, Data Science, Statistics, Mathematics, or related field.
• 3+ years in customer experience/support/customer care analytics.
• Proficiency with Salesforce.
• Experience with Generative AI (e.g., LLMs and AI agents), including prompt engineering to automate analysis and multi-step analytical tasks.
• Knowledge of predictive analytics or ML/AI techniques.

Location / Time Zone Preference

Remote in the United States; PST or CST preferred.