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Meta Customer Experience Insights Manager in Boston, Massachusetts

Summary:

The Reality Labs Customer Experience (CX) team at Meta is a fast growing team focused on improving customer experience across the end-to-end customer journey. We continuously listen to customers and translate the data into actionable insights, and proactively distribute the findings to empower customer centric actions and decisions across the Reality Labs. As the Customer Experience Analytics Manager at Reality Labs, you will be responsible for leading and driving a fast, growing, global customer experience analytics practice focusing on translating customer feedback and other sources of data into actionable insights that drive business improvements. You are a seasoned customer centric leader with extensive experience in analytics transformation strategy in the customer experience industry. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a wealth of experience using advanced analytics techniques within the CX/VOC area to support thought leadership and evangelize innovative solutions and approaches that are solidly rooted in delivering continuous improvement to CX. You have a strong background in customer experience, are analytical and have a proven track record of building trusting cross-functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast-paced and extremely dynamic environment. Your ultimate goal is to build and lead a team who relentlessly focuses on increasing customer loyalty and advocacy by leading CX analytics excellence at every turn.

Required Skills:

Customer Experience Insights Manager Responsibilities:

  1. You will manage a team of high-performing CX analysts in translating customer feedback and survey findings/metrics (e.g. NPS, CES, CSAT) and other sources of feedback (e.g. customer comments, operational, transactional data) across different touch points into actionable insights that influence decision making and business optimizations

  2. Lead end-to-end analytics efforts in customer feedback and behaviors across their journey to drive customer experience improvements

  3. Develop your team by providing mentorship, guidance, and career development to direct reports

  4. Define team goals and objectives leading to a 360 view of the customer experience through descriptive and predictive analytics and build a holistic view of CX across all the customer touch points

  5. Guide the team in operationalizing customer feedback through building actionable, targeted, and accessible insights for the partners that drive actions and CX improvements

  6. Partner with cross-functional analytics teams to compliment CX insights with other sources of data

  7. Lead the efforts towards applying more advanced data analytics techniques (e.g. predictive, AL/ML, and statistical analysis) towards a proactive approach in identifying customer pain points and opportunity areas and measuring the ROI of CX

  8. Represent the customers and influence the company to listening and action on customer insights by proactively sharing the insights, continuously evangelizing and building relationship with CX influencers across the organizations

  9. Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies

  10. Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization

Minimum Qualifications:

Minimum Qualifications:

  1. 7+ years of experience in VoA or CX analytics including experience in customer feedback and survey analytics, statistical analysis, marketing analytics, or similar fields

  2. 2+ years experience in people management or leadership role

  3. Understanding of CX and VoC analytics, statistical analytics techniques, survey and text analytics

  4. Proficiency in telling a comprehensive and compelling story with customer feedback and linking different sources of data to provide actionable insights tailored to stakeholders’ needs

  5. Extensive experience working with and knowledge of Customer Experience or Customer metrics (NPS, CSAT, etc.) and surveys

  6. Proficiency in creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences

  7. Compelling storytelling and presentation skills

  8. Proficiency in querying, joining, and manipulating raw datasets for analysis. SQL skills

  9. Proficiency in one or more analytics and visualization tools such as Tableau

Preferred Qualifications:

Preferred Qualifications:

  1. Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study

  2. Experience using R or Python or SPSS or a similar scripting language/tool for statistical analysis

  3. Experience working with customer experience platforms such as Medallia

  4. Experience working on quantitative research projects in the area of consumer insights

  5. Experience designing CX surveys

  6. Experience building and managing text analytics tools is strongly preferred

  7. Knowledge of predictive analytics or ML/AL techniques

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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