CX Analyst
Company: TotalTek Technology
Location: Hayward
Posted on: April 4, 2021
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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
Keywords: TotalTek Technology, Hayward , CX Analyst, Professions , Hayward, California
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