Data Analytics & Engineering - Data Analyst IV

Role overview

Bellatrix Systems LLC is hiring a remote Data Analyst IV to support customer experience and support analytics for Reality Labs. This role is centered on turning customer feedback and operational information into practical improvements that strengthen service quality and support business growth. The position is preferred for candidates working in PST or CST time zones.

What you'll do

• Study customer support data from multiple sources such as operational records, case transcripts, surveys, and related datasets to uncover patterns, pain points, and opportunities.
• Track customer feedback trends over time and carry out root-cause analysis on new or recurring issues.
• Blend feedback data with transactional, behavioral, and operational information to build a fuller view of the factors shaping customer experience.
• Prepare regular and on-demand reports that champion the customer perspective and help guide corrective action among stakeholders.
• Work closely with cross-functional partners to trace the source of customer issues, define action plans, and evaluate whether changes are working.
• Use analytics platforms and tools, including AI-based analytics solutions, Salesforce, and Hive, to generate insights and communicate findings.

What we're looking for

• At least 6 years of experience in data analytics, data science, or a closely related analytical discipline.
• At least 6 years of hands-on experience using analytics and data-querying languages such as SQL, along with statistical analysis methods.
• Strong ability to tell a story with data and explain complex findings clearly to non-technical audiences.
• Background working with customer experience or voice-of-customer measures such as NPS, CSAT, surveys, and general customer feedback.
• Experience analyzing customer support operational metrics.
• Practical knowledge of statistical methods and use of tools such as R, Python, or similar scripting environments.

Preferred qualifications

• A master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related area is preferred.
• 3 or more years of experience in customer experience, customer support, customer care, or similar service-focused analytics roles is desirable.
• Working knowledge of generative AI, including LLMs and AI agents, with experience in prompt engineering and orchestrating multi-step analytical workflows.
• Experience using Salesforce is preferred.
• Familiarity with predictive analytics or machine learning / AI methods is a plus.

Additional information

The job title is also listed as Customer Experience and Support Analyst in the description. The role is remote and based in the United States, with PST or CST time zones preferred.