Data Analyst V (6183)

itD is seeking a Data Analyst V to support advanced customer experience analytics initiatives for the Reality Labs Customer Experience organization. This role will drive customer-centric decision-making by analyzing large-scale customer feedback and operational datasets, building predictive models, and delivering actionable insights that improve customer satisfaction, support experiences, and business outcomes. The ideal candidate will bring deep expertise in customer analytics, statistical modeling, and data storytelling, with a proven track record of developing scalable reporting solutions and translating complex data into strategic recommendations for cross-functional stakeholders.

• →Analyze large and complex customer datasets using advanced analytical and statistical techniques to identify trends, pain points, and opportunities for improvement.
• →Synthesize customer feedback from surveys, operational systems, behavioral analytics, and support interactions to generate actionable business insights.
• →Develop predictive models, regression analyses, clustering techniques, and NLP-based solutions to improve customer support and experience outcomes.
• →Build and maintain dashboards, reporting frameworks, and KPI tracking solutions for Customer Experience and Voice of Customer metrics such as NPS and CSAT.
• →Integrate transactional, behavioral, and customer feedback data sources to create a comprehensive view of customer journey performance.
• →Collaborate with cross-functional teams to identify root causes of customer issues and implement data-driven remediation strategies.
• →Communicate complex analytical findings and technical concepts clearly to both technical and non-technical stakeholders through compelling storytelling and presentations.
• →Support customer segmentation initiatives and advanced analytics programs focused on customer support optimization and predictive insights.

• →Attend regular internal practice community meetings.
• →Collaborate with your itD practice team on industry thought leadership.
• →Complete client case studies and learning material (blogs, media material).
• →Build out material to contribute to the Digital Transformation practice.
• →Attend internal itD networking events (in person and virtual).
• →Work with leadership on career fast-track opportunities.

• Bachelor’s degree in Analytics, Statistics, Mathematics, Computer Science, Engineering, or a related quantitative field.
• 6+ years of experience in data analytics, data science, or related disciplines.
• 3+ years of experience supporting Customer Experience, Customer Support, or Voice of Customer analytics initiatives.
• Strong programming skills in Python, SQL, and R.
• Advanced experience with Python Pandas and complex data structures.
• Strong experience working with temporary tables and advanced SQL querying techniques.
• Experience with statistical modeling, regression analysis, NLP, and customer segmentation methodologies.
• Experience developing dashboards and visualizations using Tableau, Power BI, or similar tools.
• Experience working with CX/VoC metrics including NPS, CSAT, surveys, and customer feedback analytics.
• Ability to communicate analytical insights effectively to technical and business stakeholders.
• Proven experience collaborating with cross-functional teams in fast-paced environments.

• Master’s or Ph.D. degree in a quantitative field.
• Experience with machine learning frameworks and predictive analytics methodologies.
• Familiarity with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch.
• Experience supporting customer analytics within consumer electronics, retail, or customer support environments.
• Familiarity with Reality Labs or emerging technology products.
• Experience leveraging AI-driven approaches to accelerate analytics and identify operational risks proactively.

• Bachelor’s degree in a relevant quantitative field or equivalent work experience required.
• Master’s or Ph.D. degree preferred.