Service Experience Analyst jobs in United States
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Meta · 22 hours ago

Service Experience Analyst

positionFremont, CA
timeFull-time
remoteHybrid
seniorityMid Level
money$123K/yr - $179K/yr

Meta is seeking a Service Experience Analyst to join their Enterprise Support Delivery team, focusing on transforming the new-hire tech experience. The role involves collaborating with cross-functional teams to design and implement user experience initiatives and analytics strategies that enhance service delivery and improve onboarding outcomes.

Computer Software
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Comp. & Benefits

Responsibilities

Execute end-to-end new hire experience initiatives, supporting strategy execution and project management for improved onboarding outcomes
Conduct journey mapping and empathy mapping to understand new employee experiences
Design and implement user research programs including focus groups, interviews, and surveys to capture new hire feedback
Collaborate with Service Experience Analyst to translate strategic vision into actionable project plans
Leverage AI-driven analytics tools including LLM-powered insights, Analytics Agent, and advanced data analysis techniques
Perform Voice of Customer analysis using helpdesk data, sentiment analysis, and predictive analytics to identify trends and pain points
Apply prompt engineering and AI-assisted data analysis for real-time trend identification and deflection prediction
Develop automated insights workflows to streamline data exploration and anomaly detection
Build comprehensive reporting frameworks that provide actionable insights to stakeholders at all organizational levels
Translate complex data into clear, actionable recommendations for broad range of audiences including executives and cross-functional teams
Monitor and report on metrics and key performance indicators that measure service experience success and drive continuous improvement
Partner with Engineering, Product, UX Research, and Operations teams to implement experience improvements
Influence cross-functional decision-making through data-driven insights and strategic recommendations
Support ESD organization's broader experience design needs including process optimization and service blueprinting
Mentor and guide team members on analytics methodologies and service experience best practices

Qualification

Data analysisUser experience designSQLData visualizationProject managementAnalytical skillsCross-functional collaborationCommunication skillsMentoring

Required

Bachelor's degree in a directly related field, or equivalent practical experience
Experience initiating and driving multiple projects simultaneously with minimal guidance
Experience with systems and tools used by Operations teams
Experience in data analysis, user experience research, customer experience, or service design roles
Experience partnering with technical teams (e.g., Engineering, Product Management, Data Science)
Proficiency in SQL for data extraction and manipulation
Experience with statistical analysis and data modeling techniques
Proficiency in data visualization tools and creating executive-level dashboards
Analytical skills with capacity to work with large datasets and multiple data sources
Knowledge of survey design and quantitative/qualitative research methodologies
Excellent communication and presentation skills (to leadership teams)
Proven project management skills with experience managing concurrent initiatives
Cross-functional collaboration experience working with engineering, product, and operations teams
Experience in identifying business challenges and formulating data-driven solutions
Self-starter, working independently and driving initiatives to completion

Preferred

Experience with AI/ML concepts and their application in content/experience analysis
Familiarity with LLM-powered analytics tools and prompt engineering techniques
Experience with A/B testing and experimental design methodologies
Knowledge of Meta's internal tools and data infrastructure (Presto, Deltoid, Unidash)
Employee/customer onboarding experience with understanding of new hire journey challenges
Service design background including service blueprinting and process optimization
UX research experience with journey mapping, empathy mapping, and user interview methodologies
Voice of Customer analysis experience with sentiment analysis and feedback categorization
Enterprise support or IT service management experience

Benefits

Bonus
Equity
Benefits

Company

Meta

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Glassdoor3.9
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Meta's mission is to build the future of human connection and the technology that makes it possible.
dateFounded in 2004
location
Menlo Park, CA, US
people-size10001+ employees
web-link
https://www.metacareers.com/

Funding

Current Stage
Late Stage

Leadership Team

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Kathryn Glickman
Director, CEO Communications
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Christine Lu
CTO Business Engineering NA
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