CX Insights & Retention Analyst

Snoonu; Lusail; On-site; QAR 120,000 - 180,000; Full time

Job summary

Snoonu is seeking a Customer Experience Analyst to uncover drivers of churn, map journeys, and translate insights into actions that improve retention, support workflows, and product experiences. You’ll analyze structured and unstructured data, develop dashboards, and partner with Product, Support, Engineering, and Growth to drive measurable impact.

The ideal candidate has 3–5 years of analytics or BI experience in tech or service industries, strong SQL skills, and proficiency with Looker,

Qualifications

• 3–5 years of analytics, customer insights, or BI roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle metrics (LTV, churn, cohorts).
• Experience with root cause analysis using structured and unstructured data (tickets, chat logs).
• Advanced proficiency in SQL and at least one BI tool (Looker, Tableau, Power BI).
• Ability to work with large datasets and present insights clearly.
• Excellent written and verbal communication for cross-functional teams.

Responsibilities

• Root Cause & Issue Analytics: investigate spikes in tickets and CSAT/NPS; quantify impact of CX issues.
• Retention & Churn Analysis: analyze lifecycle data; build dashboards for retention, reactivation, and re-order behavior.
• Behavioral Segmentation & Journey Mapping: map patterns across acquisition to engagement; evaluate experiments.
• Insight Delivery & Stakeholder Influence: present insights to CX, Growth, Product, and Strategy teams; inform messaging and support enhancements.

Skills

Analytical storytelling

Cross-functional collaboration

Communication

Hypothesis-driven analysis

Problem-solving

Data-driven decision making

Tools

SQL

Looker

Tableau

Power BI

Job description

Snoonu is seeking a Customer Experience Analyst to uncover drivers of churn, map journeys, and translate insights into actions that improve retention, support workflows, and product experiences. You’ll analyze structured and unstructured data, develop dashboards, and partner with Product, Support, Engineering, and Growth to drive measurable impact.

The ideal candidate has 3–5 years of analytics or BI experience in tech or service industries, strong SQL skills, and proficiency with Looker,