CX Data Scientist

Insight Global • Burlingame, CA • 3d ago

Job Description

As a CX Analyst for Reality Labs' 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.

? Present insights and recommendations to stakeholders and executives through compelling and engaging presentations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

? 6+ 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. ? Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field

? 3+ years of experience in customer experience, customer support, 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

Similar Jobs

Wire-Harness Engineer

Belcan • Berkeley, CA • 1h ago

IT & Engineering

Wire-Harness Engineer Job Number: 365713 Category: Electrical / Electronics Description: Job Title: Wire-Harness Engineer Pay Rate: Up to $ 60-$80 /hr. (DOE) Location: Berkeley, CA Zip Code: 94702 A Wire-Harness Engineer...

1h ago

Go to Apply

Data Scientist II - AMZ27351.1

Amazon • San Francisco, CA • 5h ago

IT & Engineering

Description Employer: Amazon Web Services, Inc. Position: Data Scientist II - AMZ27351.1 Location: San Francisco, CA Multiple Positions Available: Design and implement scalable and reliable approaches to support or autom...

5h ago

Go to Apply

Senior Data Scientist, Search Growth

Google • San Francisco, CA • 5h ago

IT & Engineering

Senior Data Scientist, Search Growth corporatefare_ Google place Mountain View, CA, USA; San Francisco, CA, USA Mid Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise...

5h ago

Go to Apply

Senior Research Data Scientist

Google • Mountain View, CA • 5h ago

IT & Engineering

Senior Research Data Scientist corporatefare_ Google place Mountain View, CA, USA Mid Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within r...

5h ago

Go to Apply

Staff Data Scientist

Intuit • Mountain View, CA • 6h ago

IT & Engineering

Overview Join the Intuit Customer Success team as a Staff Data Scientist within our Expert Network. In this role, you will help shape the AI strategy for our product support and live experiences. You'll be central to opt...

6h ago

Go to Apply

Senior Data Scientist

Intuit • Mountain View, CA • 6h ago

IT & Engineering

Overview Join the Intuit Customer Success team as a Senior Data Scientist within our Expert Network. In this role, you will help drive the AI strategy for our product support and live experiences. You'll be a key member...

6h ago

Go to Apply

Senior Data Scientist, Search Growth

Google • Mountain View, CA • 6h ago

IT & Engineering

6h ago

Go to Apply

AI / Machine Learning and Data Scientist

Human Longevity, Inc. • South San Francisco, CA • 6h ago

IT & Engineering

Introduction to Human Longevity, Inc. (HLI) Human Longevity, Inc. (HLI) is a global leader in precision health, combining cutting-edge genomics, imaging, AI-driven diagnostics, and elite medical expertise to redefine pro...

6h ago

Go to Apply

4148: Virtual Production Studio Specialist

Accenture • San Francisco, CA • 7h ago

IT & Engineering

ACCENTURE FOCUS At the intersection of content and technology you'll find Accenture Focus. As part of Accenture's marketing and communications organization, our global staff operates a network of studios and production f...

7h ago

Go to Apply

Staff Electrical Engineer

Actalent • Berkeley, CA • 7h ago

IT & Engineering

Job Title: Staff Electrical EngineerJob Description We are seeking a dynamic Staff Electrical Engineer to join our BMS Hardware & Electrical System team. You will play a crucial role in the development and validation...

7h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)