Data Analyst V

itD is seeking a Data Analyst V to analyze customer experience and customer support data for Reality Labs, uncover actionable insights, and improve customer satisfaction across the end-to-end customer journey. The ideal candidate will bring 8+ years of experience in data analytics or data science, strong SQL and Python or R programming skills, and expertise in statistical modeling, predictive analytics, and Generative AI to translate complex customer data into insights that drive business improvements and customer‑centric decisions.

Location: Remote – US (Candidates must be able to work Central or Pacific Time hours)

Duration: 12 months, with potential for extension or conversion
Schedule: 40 hours per week, Monday–Friday; no overtime.

We provide comprehensive medical benefits, a 401k 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 large, complex datasets using SQL, Python or R, and statistical techniques to identify customer experience trends, pain points, and opportunities for improvement.
• Synthesize customer signals from surveys, digital analytics, behavioral data, operational metrics, and customer support interactions across the end-to-end customer journey.
• Apply statistical modeling, predictive analytics, machine learning, and natural language processing (NLP) to analyze customer support conversations, transcripts, and tickets to generate actionable insights.
• Develop customer segmentation and clustering models to identify common customer issues and recommend targeted solutions, including self-service resources.
• Integrate customer feedback with transactional, operational, and behavioral data to identify key drivers of customer satisfaction and business outcomes.
• Design, test, and launch customer experience and support metric scorecards to track KPIs and evaluate performance across digital, AI-powered, and human-assisted support channels.
• Leverage Generative AI tools, large language models (LLMs), and AI agents to automate data analysis, clean datasets, generate visualizations, and streamline multi‑step analytical workflows.
• Quantify the business impact and ROI of customer experience initiatives by connecting customer metrics with business outcomes.
• Communicate complex analytical findings through clear, compelling reports and presentations, influencing stakeholders and driving corrective actions.

Internal Responsibilities

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

Required Qualifications and Skills

• Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related field.
• 8+ years of experience in data analytics, data science, or a related field.
• 2+ years of experience in customer experience, customer support, customer insights analytics, or marketing analytics.
• Strong SQL programming skills and proficiency in Python or R.
• Proficiency in statistical analysis techniques, including correlation analysis, multivariate regression, and feature-importance methods.
• Experience with predictive analytics, machine learning, or AI techniques.
• Working knowledge of AI-powered analytical tools and Generative AI technologies, including LLMs and AI agents.
• Ability to translate complex data from multiple sources into clear, actionable insights tailored to stakeholder needs.
• Demonstrated ability to collaborate with cross‑functional teams and communicate technical findings to non‑technical audiences.

Preferred Qualifications and Skills

• Master's or Ph.D. degree in a quantitative field.
• Experience working with Customer Experience (CX) or Voice of Customer (VoC) metrics, including NPS, CSAT, customer surveys, and customer feedback.
• Familiarity with consumer electronics or ret