Data Analyst IV

Customer Experience and Support Analyst

Description:
As a CX Analyst for Reality Labs’ Customer Experience (CX) team, you will join a global team leveraging customer feedback to drive service improvements and business growth. You will analyze support surveys and operational data to identify improvement areas and partner with cross-functional teams to implement enhancement strategies. By applying your expertise in data analysis and storytelling, you will help define the future of our customer support program.

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.

Required Qualifications
-6+ years of experience in data analytics, data science, or related analytical roles.
-6+ years of work experience in analytics, data querying languages such as SQL, and statistical analysis methods
-Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
-Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
-Experience working with customer support operational metrics
-Experience with statistical analysis techniques and utilizing R, Python, or similar scripting languages/tools.

Desired Qualifications
-Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
-3+ years of experience in customer experience, customer support, customer care, or other service-related analytics roles
-Proficiency in AI-powered tools: Demonstrated working knowledge of Generative AI technologies (e.g., LLMs and AI agents), with experience designing, prompting, and orchestrating AI systems (e.g., prompt engineering) to automate data analysis, synthesize insights, and execute multi-step analytical tasks (e.g., prompting agents to clean datasets or build visualizations).
-Experience working with Salesforce
-Knowledge of predictive analytics or ML/AI techniques

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta.

Tundra’s benefits offering includes optional medical, dental, vision, retirement benefits, up to 15 Days PTO per annum and a New Child Benefit.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

The Meta CWX Program is enabled by a cutting-edge software platform called TalentNet that leads the contingent labor world for technology innovation. The software platform leverages Machine Learning and Artificial Intelligence to make sure the right people end up in the right job.

At Meta, we are constantly iterating, solving problems, and working together to connect people all over the world. That’s why it’s important that our workforce reflects the diversity of the people we serve. Hiring people with different backgrounds and points of view helps us make better decisions, build better products, and create better experiences for everyone.

We give people the power to build community and bring the world closer together. Our products empower more than 3 billion people around the world to share ideas, offer support, and make a difference.

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta. Please note that this is not a full-time employment opportunity. Candidates selected for this role will be engaged as contractors for the specified duration of the project. For any inquiries regarding the terms of the contract or engagement, please contact Tundra Technical Solutions directly.