Service Experience Analyst

Meta's Enterprise Support Delivery (ESD) team is seeking a Service Experience Analyst to join our team and play a pivotal role in transforming the new- hire tech experience, driving broader user and tech experience design initiatives, and elevating service delivery across Meta. This role is instrumental in managing the new hire experience at Meta while driving broader user and tech experience design initiatives for the Enterprise Service Delivery (ESD) organization.In this exciting role, you will collaborate cross-functionally with Product, Engineering, Operations teams, and leadership to design experiences that meet or exceed customer expectations and drive measurable business impact. Your expertise in technical knowledge strategy, user experience design, and analytics will be instrumental in developing and implementing experience improvement initiatives, measurement frameworks, and user research programs that drive the evolution of service delivery.A significant focus of this role will be on managing the new hire experience, ensuring seamless integration of technology and support services to set new employees up for success. You will lead projects aimed at optimizing the new hire tech experience, leveraging data-driven insights to inform design decisions and drive meaningful improvements. You will support the ESD organization's experience design needs through research projects, journey mapping, empathy mapping, data visualization, and insights gathering.If you're passionate about creating exceptional experiences, driving strategic goals through collaboration and innovation, and making a lasting impact on the lives of new hires and Meta employees, we encourage you to join our team and help transform the new hire tech experience at Meta.

Service Experience Analyst 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

• 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

• 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