Note: The job is a remote job and is open to candidates in USA. Creospan Inc. is a growing tech collective of makers, shakers, and problem solvers, offering innovative solutions to propel businesses forward. The Data Analyst V role involves analyzing customer feedback and operational data to drive service improvements and business growth within the Customer Experience team.
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
Skills
- 8+ 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
- Experience learning AI experience or open to learning AI and adopting it into workspace
- 3+ years of experience in customer support, customer service, contact center or other customer support-related analytics roles
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