Customer Experience Analyst

About the Role

Join Snoonu's Customer Experience Strategy & Operations team to enhance customer, rider, and merchant interactions through data-driven insights. This position focuses on analyzing customer pain points, retention challenges, and behavior to reduce churn and promote loyalty. Collaborating with Product, Support, Engineering, and Growth teams, the analyst will create impactful dashboards and reports to support strategic decisions across functions.

Key Responsibilities

• Investigate unusual spikes in support tickets, customer satisfaction (CSAT/NPS) scores, and adverse journey outcomes.
• Perform thorough root cause analyses using both structured and unstructured data sources on operational or experience issues.
• Develop categorization frameworks to assess and quantify systemic CX problems.
• Examine customer lifecycle data to pinpoint critical drop-off points and churn indicators.
• Create and maintain dashboards and periodic reports monitoring retention, reactivation, and reorder patterns.
• Identify high-risk customer cohorts and deliver actionable insights for lifecycle interventions.
• Collaborate with Data and Product teams to map behavioral patterns during acquisition, onboarding, and engagement phases.
• Design and analyze experiments to measure effectiveness of personalization and engagement strategies.
• Translate data findings into recommendations for improving support processes, user experiences, and proactive CX tactics.
• Present comprehensive insights to CX, Growth, Product, and Strategy stakeholders to influence decision-making.
• Work alongside CRM and Voice of Customer (VoC) teams to refine communication, targeting, and support efforts.
• Advocate for ongoing enhancement of CX key performance indicators and feedback mechanisms.

Candidate Profile

• 3 to 5 years in analytics, customer insights, or business intelligence within technology, consumer, or service sectors.
• In-depth understanding of customer lifecycle and retention metrics including lifetime value (LTV), churn rates, cohort analysis, and engagement metrics.
• Experienced in root cause investigations using both quantitative ticket/KPI data and qualitative sources such as chat logs and tagging.
• Advanced skills in SQL and familiarity with one or more Business Intelligence tools such as Looker, Tableau, or Power BI.
• Proficient in managing and analyzing large datasets to uncover actionable insights.
• Strong analytical problem-solving capabilities with a hypothesis-driven mindset.
• Excellent communication skills capable of delivering clear presentations to cross-functional teams.
• Curious and growth-oriented personality with a passion for understanding customer behavior.

Additional Advantages

• Experience using customer experience tools like Zendesk or Intercom and working with tagging frameworks.
• Background in experimental methodologies including A/B testing with control and test groups.
• Knowledge in customer segmentation, recommender systems, or churn prediction modeling.

Company Overview

Snoonu is a pioneering Super App based in Qatar, offering rapid delivery, shopping, and various services through a technologically advanced platform. The company aims to be a leading innovative player in the region, transforming daily life via cutting-edge technology and uniting global talent.

Work Culture and Values

• Customer Obsession: Prioritizing customer needs above all else.
• Integrity: Upholding honesty, ethics, and reliability.
• Innovation: Encouraging creative solutions for lasting impact.
• Ownership: Leading by example and taking responsibility.
• Efficiency: Delivering results by working smarter.
• Collaboration: Emphasizing teamwork and collective strength.

Employee Benefits

• Work in a global, collaborative environment with diverse teams.
• Access to learning budgets, skill-development courses, and growth tools.
• High autonomy over your projects and career path.
• Flexible leave policies to support work-life balance and wellbeing.
• Use of agile methodologies across product and operations teams.
• Great Place to Work® certified culture emphasizing employee value and empowerment.
• ISO 9001:2015 and ISO 45001:2018 certified, reflecting commitment to quality and workplace safety.
• Engagement in sustainability and corporate social responsibility initiatives.
• Equal opportunity workplace embracing diversity and inclusion.

How to Join

If you are eager to influence customer experience through data and analytics, join Snoonu’s dynamic team to help transform lives and communities with innovative services.