Customer Experience Analyst

Role Overview

Snoonu’s Customer Experience Strategy & Operations function focuses on building smooth, personalized, and meaningful experiences for customers, riders, and merchants. The team relies on data to improve journeys, uncover friction, and strengthen operational performance. It works closely with Product, Support, Engineering, and Growth to make sure each interaction deepens trust and loyalty.

As a Customer Experience Analyst, you will investigate customer pain points, barriers to retention, and behavior trends. The role is centered on finding the reasons behind churn, understanding what causes poor experiences, and turning analysis into practical recommendations that support growth and customer retention.

You will collaborate across functions to shape strategic decisions, support automated solutions, and build dashboards and reports that clearly communicate what the data means. This position suits someone who is curious about customer behavior, comfortable with analytical storytelling, and motivated to turn insights into measurable impact.

Key Responsibilities

• Examine surges in support tickets, CSAT/NPS declines, and other negative journey outcomes.
• Perform detailed root cause investigations on operational and experience-related issues using both structured and unstructured data.
• Create methods to classify CX issues and estimate their business impact.
• Study customer lifecycle data to identify drop-off points and drivers of churn.
• Develop dashboards and recurring reports for retention, reactivation, and repeat-order trends.
• Spot high-risk cohorts and share insights that can guide lifecycle actions.
• Work with Data and Product teams to understand behavior across acquisition, onboarding, and engagement stages.
• Design and review analyses that measure the effect of experiments and personalization initiatives.
• Convert findings into improvements for support operations, user flows, and proactive customer experience efforts.
• Prepare clear, insight-led presentations and reports for teams across CX, Growth, Product, and Strategy.
• Partner with CRM and Voice of Customer owners to improve messaging, targeting, and support processes.
• Help strengthen CX metrics and feedback loops through continuous improvement.

Required Experience and Skills

• 3 to 5 years of experience in analytics, customer insights, or business intelligence, preferably in tech, consumer, or service environments.
• Strong understanding of customer lifecycle and retention measures such as LTV, churn rate, cohort analysis, and stickiness.
• Hands-on experience with root cause analysis using both ticketing/KPI data and qualitative sources like chat logs and tags.
• Advanced SQL skills and working knowledge of at least one BI platform such as Looker, Tableau, or Power BI.
• Ability to work with large datasets and turn complex information into actionable insight.
• A structured, hypothesis-led approach to problem solving.
• Strong written and verbal communication skills, including experience presenting to cross-functional stakeholders.
• Curiosity about customer behavior and a growth-oriented mindset.

Nice to Have

• Experience with CX platforms such as Zendesk or Intercom, along with tagging systems.
• Exposure to experimentation methods such as A/B testing or test-vs-control analysis.
• Knowledge of customer segmentation, recommender systems, or churn prediction.

About Snoonu

Snoonu is Qatar’s homegrown super app, bringing together fast delivery, shopping, and more in one platform. The company is powered by technology, backed by a global team, and focused on making everyday life easier.

Its vision is to become the first Qatari ultra app that moves the region and its community forward through innovation and technology. The mission is to transform daily living by connecting people with more possibilities through technology.

Culture and Values

• Customer obsession: put the customer first.
• Integrity: act honestly, ethically, and reliably.
• Curiosity and creativity: innovate for lasting positive impact.
• Ownership and leadership: take initiative and lead by example.
• Smart execution: achieve more by doing less, better, and faster.
• Teamwork: believe stronger outcomes come from working together.

Perks and Work Environment

• Work with a global team.
• Access learning budgets, courses, and development tools.
• Enjoy autonomy and ownership over your work.
• Benefit from generous leave and wellness-focused time-off policies.
• Work in an agile setup used across product and operations.

Certifications and Commitments

Snoonu is certified as a Great Place to Work®, reflecting a culture that values people and aims to make employees feel supported, empowered, and motivated.

The organization also holds ISO 9001:2015 and ISO 45001:2018 certifications, highlighting its focus on quality, safety, and a supportive workplace.

Beyond product development, the company emphasizes sustainability and community contribution through eco-conscious practices and CSR initiatives.

Snoonu is an equal opportunity employer and values fairness, inclusion, and diversity across its workforce.

Application Note

If you are excited by customer insight, data-driven problem solving, and cross-functional collaboration, this opportunity is designed for you.

Stay connected with the company through professional networking channels.