CX Data Scientist: Insights & AI for Customer Experience

Insight Global; Burlingame (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Reality Labs is seeking a CX Analyst through Insight Global to join a global Customer Experience team that uses customer feedback to drive service improvements and business growth. You will analyze surveys and operational data, partner with cross-functional teams, and apply data storytelling to define the future of our customer support program.

The role requires expertise in data analytics, customer experience metrics, and AI-powered analysis tools, with experience presenting findings to

Qualifications

• 6+ years of experience in data analytics or related roles.
• Experience with analytics, SQL, and statistical methods.
• Experience with customer experience metrics and surveys.
• Experience with Salesforce is preferred.

Responsibilities

• Identify trends, opportunities, and pain points across Reality Labs' customer support channels using various data sources (customer support operational data, case transcripts, surveys, and other relevant data).
• Monitor customer feedback to identify emerging trends and issues and perform root cause 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 (AI analytics tools, Salesforce, Hive) to analyze and deliver insights.
• Present insights and recommendations to stakeholders and executives through compelling and engaging presentations.

Skills

Data analytics

SQL

Data storytelling

NPS/CSAT analytics

Python

R

ML/AI techniques

Stakeholder communication

Education

Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field

Tools

Salesforce

Hive

AI analytics tools

Job description

Reality Labs is seeking a CX Analyst through Insight Global to join a global Customer Experience team that uses customer feedback to drive service improvements and business growth. You will analyze surveys and operational data, partner with cross-functional teams, and apply data storytelling to define the future of our customer support program.

The role requires expertise in data analytics, customer experience metrics, and AI-powered analysis tools, with experience presenting findings to