**Summary:** As a Data Analyst Lead at Reality Labs' Customer Experience (CX) team, you'll be part of a global team that unlocks the power of customer feedback and insights across their end-to-end journeys to drive customer experience improvements and business growth. Your background and experience in advanced analytics will help us identify and act on our customers' needs, preferences, and behaviors, enabling us to deliver exceptional experiences. In this role, you will employ your advanced analytics skills and functional expertise in customer insights to look at end-to-end customer journeys to identify trends, pain points, and opportunities in enhancing customer satisfaction and shaping the future of our product and services.To be successful in this role, you'll have a passion for data storytelling, experience managing multiple projects concurrently, and enjoy a fast-moving organization. You will thrive within cross-functional teams, excel at building and managing relationships with internal partners and stakeholders, and exhibit proven organizational and presentation skills. **Required Skills:** Data Analyst Lead - Customer Experience Advanced Analytics Responsibilities: 1. Identify trends in customer experiences and opportunities to drive growth and CX strategy 2. Provide a holistic view of customer experiences, identifying opportunities, and recommendations looking at end-to-end customer journeys 3. Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights to drive CX improvements 4. Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes 5. Conduct statistical analysis/modeling, leveraging methods ranging from descriptive statistics to measurement models to answer exploratory and hypothesis-based questions to inform data-driven decisions. Leverages forecasting techniques to draw insights. 6. Leverage data to create business stories that are clearly and concisely communicated through a wide range of relevant communication and presentation tools and techniques decisions and drives actions. 7. Identify metrics that reflect operational and experiential success and inform business objectives. Evaluate opportunities as they arise, based on impact analysis and business priorities. **Minimum Qualifications:** Minimum Qualifications: 8. 8+ years of experience in data analytics, data science, or related analytical roles 9. Background and experience working with CX, customer support, customer insight, marketing or Voice-of-customer data 10. Proficiency in programming languages such as Python, R, or SQL 11. Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g. scikit-learn, TensorFlow) 12. Experience managing time-sensitive projects through to completion while balancing evolving priorities and a broad range of stakeholders 13. Experience working with operations functions **Preferred Qualifications:** Preferred Qualifications: 14. Master's degree in Computer Science, Statistics, Mathematics, or related field 15. Experience creating interactive dashboards with Tableau, Power BI, and others, with proven communication and presentation skills to deliver actionable insights 16. Experimentation experience to design multivariate tests, synthesize test results and build frameworks to make data-informed launch decisions 17. Knowledge of Natural Language Processing (NLP) techniques 18. Familiarity with customer support software (e.g. Salesforce) 19. Certification in data science or related field (e.g., Certified Data Scientist) 20. Experience working with operations functions, preferably in the customer experience or customer support operations space **Public Compensation:** $150,000/year to $213,000/year + bonus + equity + benefits **Industry:** Internet **Equal Opportunity:** Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. 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