CX Analyst

Company: TotalTek Technology
Location: Hayward
Posted on: April 4, 2021

Job Description:

Customer Experience AnalystDescription:As a 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 strategiesDesign and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organizationConsolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience driversAdvocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholdersCreate and maintain robust pipelines of data that yield visualized dashboardsRequired Qualifications

• Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study
• 5+ years of experience in data analytics including experience in customer feedback or survey analytics, statistical analysis, marketing analytics, or similar quantitative fields
• Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
• Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), CX surveys, and customer feedback
• Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills
• Experience with building reports and dashboards using Tableau
• Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysisDesired Qualifications Experience working with customer experience platforms such as MedalliaExperience building and managing analytics toolsExperience working on quantitative research projects in the area of consumer insightsExperience working or in support of a CX or VoC team#torch

Keywords: TotalTek Technology, Hayward , CX Analyst, Professions , Hayward, California