Customer Experience Analyst Lead (Customer Support)

Customer Experience Analyst Lead (Customer Support)

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.

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

Preferred Qualifications

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 todaybeyond the constraints of screens, the limits of distance, and even the rules of physics.

$110,000 / year to $158,000 / year + bonus + equity + benefits

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