Data Analyst IV

Customer Experience Data AnalystCustomer experience data analyst with 7 years of experience in data analytics, including 2 years analyzing customer feedback. Required skills: SQL, analyzing reviews, social and support data, using AI tools to build and check analysis workflows, and data storytelling.The Reality Labs Customer Experience (CX) team works to improve the customer experience across the end-to-end journey for Reality Labs products, including AI glasses and VR Quest devices. This role covers voice-of-customer analysis across the full customer journey: purchase, delivery, setup, support, warranty and returns, product and app reviews, and social sentiment.The analyst will turn customer feedback and post-sales data into clear findings and recommendations, and work with cross-functional partners to get them acted on. Most of the work is hands-on: pulling data, classifying and quantifying issues, validating results, writing narratives, and presenting to the people who own the fix.The analyst will use LLM tools and AI agents every day to query data, classify and summarize customer text, synthesize across sources, and draft reports. They will build repeatable AI workflows that make recurring analysis faster and more reliable, and they will be the quality check on AI output before anything reaches a partner.Responsibilities:Produce recurring and ad-hoc customer insight reports for our products that cover each stage of the customer journey, from purchase and delivery through support, warranty, returns, reviews, and social.Identify emerging and fast-growing customer issues, size them, and flag likely root causes to the owning team.Run deep dives on customer or product issues for cross-functional partners, applying strong analytical rigor and understanding of the data.Deliver customer insight readouts during product launches, software releases, and war rooms.Use AI agents and LLM tools as the primary way of working, from writing queries to classifying customer text and drafting narratives.Build and document reusable AI workflows for recurring analysis.Review AI-generated analysis before it's shared, checking numbers, classifications, and claims against source data.Set up and maintain quality checks for AI workflows.Build and maintain dashboards and reusable queries for customer experience metrics across the portfolio.Help uphold data integrity by finding and reporting data quality issues, and working with data owners to get them fixed.Track which insights led to product or process changes, and report that impact back to the CX team.Experience:7 years of experience in data analytics, customer insights, CX analytics, or a similar analytical role.2 years in customer experience or customer insights analytics.Skillsets:Proficiency writing SQL to query, join, and aggregate large datasets.Experience analyzing customer feedback (support tickets, reviews, surveys, social media).Hands-on experience using LLM tools or AI agents in day-to-day analysis.Experience validating analytical output and checking AI-generated results against source data.Experience turning analysis into recommendations/presentations for non-technical audiences.Education:Bachelor's degree in analytics, data science, statistics, business, economics, information systems, or a related field, or equivalent practical experience.Additional Qualifications:Experience building multi-step AI workflows or agents (prompt chains, retrieval over docs).Experience evaluating LLM output quality (labeled test sets, precision/recall).Experience with Python/R, consumer electronics/hardware, or CX platforms (Medallia, Qualtrics, etc.).