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 retail businesses.
• Experience with machine learning libraries and frameworks, such as Pandas, scikit-learn, TensorFlow, or PyTorch.
• Previous experience at Meta or another large technology company.

Education

Bachelor's degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related field required. A master's or Ph.D. degree in a quantitative field is preferred.

Company Description

About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.

The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at recruiting@itdtech.com and let us know the nature of your request and your contact information.

Additional Info

Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!