Customer Experience Analyst

Snoonu; Lusail; On-site; QAR 200,000 - 400,000; Full time

Job summary

Snoonu is seeking a Customer Experience Analyst passionate about analyzing customer behavior and translating insights into actionable strategies. In this pivotal role, you will investigate customer pain points, drive retention through data-backed insights, and collaborate with cross-functional teams to enhance user experience and satisfaction.

Qualifications

• 3–5 years of experience in analytics or customer insights roles.
• Strong knowledge of customer lifecycle metrics.
• Advanced proficiency in SQL and at least one BI tool.

Responsibilities

• Investigate customer pain points and churn predictors.
• Analyze customer lifecycle data and build dashboards.
• Deliver insights and presentations to stakeholders.

Skills

Analytical skills

Problem-solving skills

Communication

SQL

Data analysis

Tools

Looker

Tableau

Power BI

Zendesk

Intercom

Job description

A Little Bit About Us:
At Snoonu, we believe that technology has the power to make anything possible.Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.Values We Live By:

Be Customer Obsessed:
Focus on the customer and all else will follow.

Act with Integrity: We are honest, ethical, and trustworthy in everything we do.

Be Curious and Creative:
We constantly innovate and create solutions to bring a lasting positive impact.

Lead by Example and Take Ownership:
Be the change you want to see and take ownership.

Work Smart and Deliver Results: You can do more by doing less, better, and faster.

It's All About People:
Be a team player; together, we are stronger.

About the Role:

We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.

You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.

What You’ll Do:

Root Cause & Issue Analytics

• Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
• Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
• Develop frameworks to categorize and quantify the impact of systemic CX issues.

Retention & Churn Analysis

• Analyze customer lifecycle data to understand key drop-off points and churn predictors.
• Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
• Identify cohorts at risk and provide insights for lifecycle interventions.

Behavioral Segmentation & Journey Mapping

• Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
• Design and run analyses to evaluate the impact of experiments and personalization efforts.
• Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.

Insight Delivery & Stakeholder Influence

• Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
• Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
• Support the continuous improvement of CX KPIs and feedback loops.

We’re Excited About You Because You Have…

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem-solving skills and a hypothesis-driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
• A growth mindset and curiosity about customer behavior.

Preferred Qualifications

• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.