[Remote] CX Program Manager / Data Analyst III

Note: The job is a remote job and is open to candidates in USA. Mindlance is seeking a Customer Experience Analyst for their Reality Labs team at Meta, focused on enhancing customer satisfaction through data analysis and insights. The role involves defining listening strategies, managing analytics, and collaborating with cross-functional teams to improve the overall customer experience.

Responsibilities

• Define team’s listening and survey strategies leveraging best practices to collect quality data for customer improvements
• Design surveys and research programs for new listening touchpoints and support the improvements of the existing survey programs
• Manage end-to-end analytics and reporting needs for the program including VoC surveys and operational analytics within customer support
• Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities
• Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making
• Develop and maintain robust reporting and dashboards to track customer experience metrics (e.g., NPS, CSAT) and other service KPIs
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness
• Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations

Skills

• 5+ years of experience in Customer Support, CX, VOC or similar functions
• +4 years of experience in CX or support/service data analysis or related fields including customer insights analysis, statistical analysis, and data science
• 3+ years of experience in customer experience program management, survey design and implementation
• Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
• Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders' needs
• Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Experience working with and analyzing customer support/service metrics and KPIs
• Experience working with CXM platforms (e.g. Medallia, Qualtrics)
• Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL
• Proficiency in data visualization tools (e.g., Tableau, Power BI)
• Demonstrated ability to work collaboratively with cross-functional teams
• Experience in B2B industry
• Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
• Experience and understanding of customer support or customer success business
• Familiarity with consumer electronics or retail business

Company Overview

Company H1B Sponsorship