Customer Experience Program Lead

4 weeks ago

Burlingame, United States Meta Inc Full time

The Reality Labs Customer Experience (CX) team at Meta is dedicated to enhancing the customer experience throughout the entire customer journey. We are committed to listening to our customers and using their feedback to inform actionable insights that drive customer-centric decisions and actions across Reality Labs. As a Customer Experience Program Lead, you will play a critical role in leading our efforts to manage and mature our B2C customer experience practice. You will be responsible for enabling customer listening and Voice of Customer solutions and driving customer-centric improvements. In this strategic role, you will act as a liaison between internal and external partners, coordinating efforts across the organization and defining the strategy and vision for our program. With a strong background in CX program management and a passion for customer centricity, you have the opportunity to shape the customer experiences of Reality Labs and contribute to the growth and success of our organization. Customer Experience Program Lead Responsibilities: Define team’s insight collection and analytics strategies leveraging best practices to gather high-quality insights and develop analytics capabilities to drive customer experience improvements. Collaborate with cross-functional teams and partners to design and implement customer experience initiatives that drive business growth and customer satisfaction. Initiate, lead, and deliver the CX team’s key strategic efforts in maturing the program and expanding insight collection capabilities, including transactional and relationship surveys. Define and drive implementation strategy and requirements, develop short and long-term roadmaps, and collaborate closely with cross-functional teams and external vendors to ensure timely and successful delivery of initiatives. Stay up-to-date with industry trends and best practices in customer experience management and apply this knowledge to inform program strategy and innovation. Facilitate communication and coordination between teams to ensure alignment on customer experience goals and objectives. Design surveys and research programs for new listening touchpoints and support the improvements of existing survey programs. Manage and maintain our CX management platform, ensuring it is optimized for data collection, analysis, and reporting. Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationships with CX influencers across the organization. Manage the relationships with vendors, coordinating the efforts across teams by acting as a liaison between external and internal partners. Minimum Qualifications: 6+ years of experience in Customer Experience or Voice of the Customer program management, customer success, or similar roles. Proven track record of developing and implementing successful customer experience programs. Experience working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders. Analytical and problem-solving skills. Knowledge of customer experience software and tools (e.g. Medallia, Qualtrics). Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.). Experience designing surveys for CX/VoC programs, including transactional and relationship surveys. Preferred Qualifications: Degree in Management, Business, Marketing, Economics, or a related field of study. Experience working with Medallia solutions. Customer journey mapping experience. Experience working in an omni-channel CX team focused on the entire customer journey. Customer experience management certifications. About Meta: Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics. Meta is proud to be an Equal Employment 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, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta 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. $116,000/year to $166,000/year + bonus + equity + benefits. Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta. #J-18808-Ljbffr

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