Our client, a
one of the fortune 10, is looking to hire a
Customer Experience Analyst in Remote setup
.
Pay Rate Range: $85/Hr to $90/Hr, depending on experience
Description:
As a CX Analyst, 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 experienced 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.
Required Qualifications
- 6+ years of experience in data analytics, data science, or related analytical roles.
- 6+ years of work experience in analytics, data querying languages such
- 6+ 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.
Desired Qualifications
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
- 3+ years of experience in customer experience, customer support,
- 3+ 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
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
Equal Employment Opportunity
Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Fair Chance Employment
Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
