[Remote] CX Program Manager / Data Analyst III

Note: The job is a remote job and is open to candidates in USA. Mindlance is seeking a Customer Experience Analyst for their Reality Labs team at Meta, focused on enhancing customer satisfaction through data analysis and insights. The role involves defining listening strategies, managing analytics, and collaborating with cross-functional teams to improve the overall customer experience.ResponsibilitiesDefine team’s listening and survey strategies leveraging best practices to collect quality data for customer improvementsDesign surveys and research programs for new listening touchpoints and support the improvements of the existing survey programsManage end-to-end analytics and reporting needs for the program including VoC surveys and operational analytics within customer supportMonitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunitiesChampion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-makingDevelop and maintain robust reporting and dashboards to track customer experience metrics (e.g., NPS, CSAT) and other service KPIsCollaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectivenessBring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentationsSkills5+ years of experience in Customer Support, CX, VOC or similar functions+4 years of experience in CX or support/service data analysis or related fields including customer insights analysis, statistical analysis, and data science3+ years of experience in customer experience program management, survey design and implementationComfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholdersProficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders' needsExperience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiencesExperience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedbackExperience working with and analyzing customer support/service metrics and KPIsExperience working with CXM platforms (e.g. Medallia, Qualtrics)Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQLProficiency in data visualization tools (e.g., Tableau, Power BI)Demonstrated ability to work collaboratively with cross-functional teamsExperience in B2B industryDegree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related fieldExperience and understanding of customer support or customer success businessFamiliarity with consumer electronics or retail businessCompany OverviewMindlance is a Staffing and Recruiting company which provides multi-vertical staffing services It was founded in 1999, and is headquartered in Union, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is http://www.mindlance.com.Company H1B SponsorshipMindlance has a track record of offering H1B sponsorships, with 10 in 2026, 71 in 2025, 53 in 2024, 37 in 2023, 72 in 2022, 36 in 2021, 40 in 2020. Please note that this does not guarantee sponsorship for this specific role.