Data Analyst IV- #26-26077

• Duration: 12 months
• Customer experience data analyst with 7 years of experience in data analytics, including 2 years analyzing customer feedback.
• Required skills: SQL, analyzing reviews, social and support data, using AI tools to build and check analysis workflows, and data storytelling.
• The Reality Labs Customer Experience (CX) team works to improve the customer experience across the end-to-end journey for Reality Labs products, including AI glasses and VR Quest devices.
• This role covers voice-of-customer analysis across the full customer journey: purchase, delivery, setup, support, warranty and returns, product and app reviews, and social sentiment.
• The analyst will turn customer feedback and post-sales data into clear findings and recommendations, and work with cross-functional partners to get them acted on.
• Most of the work is hands-on: pulling data, classifying and quantifying issues, validating results, writing narratives, and presenting to the people who own the fix.
• The analyst will use LLM tools and AI agents every day to query data, classify and summarize customer text, synthesize across sources, and draft reports.
• They will build repeatable AI workflows that make recurring analysis faster and more reliable, and they will be the quality check on AI output before anything reaches a partner.
• Produce recurring and ad-hoc customer insight reports for our products that cover each stage of the customer journey, from purchase and delivery through support, warranty, returns, reviews, and social.
• Identify emerging and fast-growing customer issues, size them, and flag likely root causes to the owning team.
• Run deep dives on customer or product issues for cross-functional partners, applying strong analytical rigor and understanding of the data.
• Deliver customer insight readouts during product launches, software releases, and war rooms.
• Use AI agents and LLM tools as the primary way of working, from writing queries to classifying customer text and drafting narratives.
• Build and document reusable AI workflows for recurring analysis.
• Review AI-generated analysis before it's shared, checking numbers, classifications, and claims against source data.
• Set up and maintain quality checks for AI workflows.
• Build and maintain dashboards and reusable queries for customer experience metrics across the portfolio.
• Help uphold data integrity by finding and reporting data quality issues, and working with data owners to get them fixed.
• Track which insights led to product or process changes, and report that impact back to the CX team.
• 7 years of experience in data analytics, customer insights, CX analytics, or a similar analytical role.
• 2 years in customer experience or customer insights analytics.
• Proficiency writing SQL to query, join, and aggregate large datasets.
• Experience analyzing customer feedback (support tickets, reviews, surveys, social media).

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