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Customer Experience Analyst

AR/VR | Menlo Park, CA - Seattle, WA

As a Customer Experience Analyst at AR/VR CX team, you will be responsible for translating customer feedback into actionable insights that will drive operational improvements. You will be working with cross-functional partners across the AR/VR organizations to gather requirements and create reports and dashboards that meet their needs. The ideal candidate will have knowledge of AR/VR products and has experience analyzing unstructured & indirect customer feedback including social channels and demonstrated experience working cross-functionally with internal and external partners.

Responsibilities

  • Translate the Customer Experience findings across different touch points into actionable insights that influence decision making and business optimizations
  • Perform deep dive analyses to identify emerging trends, wins, and opportunity areas in customer experience
  • Consolidate and provide structure to customer feedback collected across various channels and social media monitoring to paint a clear picture of experience drivers
  • Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies
  • Advocate for customers by continuously developing periodic and ad hoc reports and proactively distributing the insights among appropriate stakeholders
  • Maintain and manage the relationship with current and future vendors and CX platform providers
  • Identify opportunities and lead the implementations and strategies for listening channel expansions and increasing the feedback coverage

Minimum Qualifications

  • Degree in Marketing, Business, Statistics, Mathematics, Finance, Computer Science, Engineering, Economics, or a related field of study
  • 3+ years of experience in customer experience analytics
  • Experience working with and analyzing unstructured data and social monitoring feedback collected from various sources such as Twitter, Facebook, product reviews, and consumer forums/communities
  • Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences

Preferred Qualifications

  • Experience working with customer experience management platforms such as Medallia, Zendesk, Brandwatch
  • Experience building and managing text analytics tools
  • Experience working for or in support of a Customer Experience or Voice of Customer team


Ready to Join?

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Oculus 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, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Oculus 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.