CX Data Scientist

Job 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.
• Present insights and recommendations to stakeholders and executives through compelling and engaging presentations.

Skills and Requirements

• 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.
• 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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].