DataAnalystIV

Data Analyst IV itD is seeking a Data Analyst IV to drive customer experience improvements for Reality Labs by transforming customer feedback and operational data into actionable business insights. The ideal candidate will bring deep experience in data analytics, customer experience analytics, and statistical analysis, with a proven track record of delivering data-driven recommendations that improve customer support operations and business outcomes. Location: Remote (U.S.) – PST or CST time zone preferred Duration: 12 months We provide comprehensive medical benefits, a 401(k) plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship. Responsibilities Analyze customer support operational data, surveys, case transcripts, and other data sources to identify trends, customer pain points, and improvement opportunities. Monitor customer feedback and Voice of Customer metrics (NPS, CSAT, etc.) to identify emerging issues and perform root cause analysis. Integrate customer feedback with transactional, operational, and behavioral datasets to uncover key drivers impacting customer experience. Develop recurring and ad hoc reports that communicate actionable insights and influence business decisions across cross-functional stakeholders. Partner with customer support, operations, and business teams to identify root causes, recommend corrective actions, and measure improvement effectiveness. Apply statistical analysis techniques and data storytelling to translate complex findings into clear business recommendations for technical and non-technical audiences. Utilize SQL, Python, R, AI-powered analytics tools, Salesforce, and other analytical platforms to extract, analyze, and visualize data. Internal Responsibilities Attend regular internal practice community meetings. Collaborate with your itD practice team on industry thought leadership. Complete client case studies and learning material (blogs