Research Analyst IV

Infotech Sourcing - Menlo Park, CA

Job title: Research Analyst IV

Duration: 12 months possible extension or conversion

W2 contract only

Location: Menlo park- remote for now

Description:

As a Voice of Customer Analyst/Customer Experience Analyst at Facebook Reality Labs CX team, you will be responsible for translating customer feedback into actionable insights that will drive operational improvements. You will be working with cross-functional partners across the Facebook Reality Labs organizations to gather requirements and create reports and dashboards that meet their needs. You will be synthesizing customer experience surveys with other transactional, operational, and demographic sources of data across customer journey to proactively identify customer pain points and areas of opportunity.

The ideal candidate will have a strong knowledge of customer insights and statistical analysis, experience deriving insights from customer surveys, and demonstrated experience working cross-functionally with internal and external partners.

Responsibilities

• Translate the Customer Experience survey findings (e.g., NPS, CSAT) across different touch points into actionable insights that influence decision making and business optimizations

• Perform deep dive analyses to identify emerging trends, wins, and opportunity areas in customer experience

• Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies

• Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization

• Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers

• Advocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholders

• Create and maintain robust pipelines of data that yield visualized dashboards

Must Have

5+ years of experience in CX/VOC Analytics, statistical analysis, market research analytics, data analysis, or similar quantitative fields

• 5+ years of experience telling stories with customer data to technical and non-technical audiences, creating reports, visualizations, and dashboards and communicating results and analyses.

• 3 + year of experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), CX surveys, customer feedback and product/public reviews.

• 2 + years of Experience with building reports and dashboards using Tableau

• Experience using R or Python or a similar scripting language/tool for statistical analysis

Nice to Have

• Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study

• Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills

• Experience working with customer experience platforms such as Medallia

• Experience building and managing text analytics tools

• Experience working or in support of a CX or VOC team

 



Posted On: Friday, March 5, 2021



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