Data Analyst V

Creospan is a growing tech collective of makers, shakers, and problem solvers, offering solutions today that will propel businesses into a better tomorrow. “Tomorrow’s ideas, built today!” In addition to being able to work alongside equally brilliant and motivated developers, our consultants appreciate the opportunity to learn and apply new skills and methodologies to different clients and industries. • • • • • • NO C2C/3RD PARTY, LOOKING FOR W2 CANDIDATES ONLY, must be able to work in the US without sponsorship now or in the future • • • Summary: As a CX Analyst at 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. Must Have 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