Customer Experience Analyst

Overview

Snoonu’s Customer Experience Strategy & Operations team is dedicated to crafting smooth, personalized, and impactful experiences for customers, riders, and merchants by leveraging data to enhance journeys, detect issues, and boost operational efficiency. Collaborating closely with Product, Support, Engineering, and Growth departments, they focus on building trust and loyalty through each interaction.

The Customer Experience Analyst will lead inquiries into customer difficulties, retention obstacles, and behavioral trends, providing vital insights into churn causes and negative experiences. The role emphasizes data-driven recommendations to help grow and maintain user engagement.

Key Responsibilities

• Analyze surges in support tickets, dissatisfaction metrics such as CSAT and NPS, and other adverse customer journey outcomes.
• Perform comprehensive root cause investigations utilizing both structured and unstructured data sources.
• Create systematic frameworks to classify and measure the impact of systemic customer experience challenges.
• Examine lifecycle data to pinpoint critical drop-off moments and churn indicators.
• Develop dashboards and routine reports monitoring retention, reactivation, and repeat order behaviors.
• Identify at-risk customer groups and offer insights for lifecycle-based interventions.
• Collaborate with Data and Product teams to chart behavioral patterns across stages like acquisition, onboarding, and engagement.
• Design and execute analyses assessing experimental outcomes and personalization efforts.
• Translate analytical results into improvements for support processes, user flows, and proactive customer experience strategies.
• Present insightful reports and presentations to stakeholders within CX, Growth, Product, and Strategy divisions.
• Work alongside CRM and Voice of Customer (VoC) teams to refine messaging, targeting, and support enhancements.
• Contribute to the ongoing enhancement of CX key performance indicators and feedback mechanisms.

Candidate Profile

• Possess 3 to 5 years of experience in analytics, customer insights, or business intelligence within technology, consumer, or service sectors.
• Strong understanding of customer lifecycle dynamics and retention metrics such as lifetime value (LTV), churn rates, cohort analyses, and user stickiness.
• Skilled at conducting root cause analyses using diverse data types including structured datasets (support tickets, KPIs) and unstructured data (chat logs, tags).
• Proficient in advanced SQL and at least one business intelligence tool (e.g., Looker, Tableau, Power BI).
• Capable of handling and interpreting large datasets to extract meaningful insights.
• Demonstrates strong problem-solving aptitude oriented around hypothesis-driven analytical approaches.
• Excellent communicator, with experience delivering findings to cross-functional stakeholders effectively both in writing and verbally.
• Embraces a growth mindset and shows curiosity about customer behaviors.

Additional Preferred Qualifications

• Experience utilizing customer experience tools like Zendesk or Intercom and familiarity with tagging methodologies.
• Knowledge of experimentation methodologies such as A/B testing and control groups.
• Familiarity with customer segmentation methods, recommender systems, or churn prediction modeling.

About Snoonu

Snoonu is a Qatar-based Super App offering rapid delivery, shopping, and more through an innovative platform powered by technology and a global team. It aims to revolutionize daily life and community connections through cutting-edge solutions.

Company Values

• Customer obsession: Prioritize customers above all else.
• Integrity: Adhere to honesty and ethics consistently.
• Creativity and curiosity: Continuously innovate and foster positive impact.
• Leadership and ownership: Lead by example and take responsibility.
• Efficiency: Work smarter to deliver superior results swiftly.
• Team orientation: Value collaboration and collective strength.
• Execution focus: Transform ideas into actions and opportunities.

Employee Benefits & Culture

• Diverse global team collaboration.
• Personal development resources, learning budgets, and training tools.
• High autonomy in role and task ownership.
• Flexible leave policies supporting wellness and recharge.
• Agile methodologies embraced across teams.
• Recognition as a Great Place to Work® emphasizing inclusive and supportive culture.
• Certifications highlighting commitment to quality service and workplace safety.
• Active social responsibility and sustainable business practices.
• Strong diversity and inclusion ethos fostering equitable employment.

How to Join

Interested candidates are encouraged to apply and become part of a team where individual contributions drive meaningful changes and innovation.