Customer Experience Analyst

Snoonu; Remote; SAR 60,000 - 100,000; Full time

Job summary

A leading delivery and shopping app provider in Saudi Arabia is looking for a Customer Experience Analyst to enhance customer retention and experience. The successful candidate will analyze customer data to identify pain points and design effective solutions across teams. Strong analytical, SQL, and communication skills are essential for this role. This position offers a unique opportunity to shape customer experiences through data-backed insights, ensuring a significant impact on growth and user satisfaction.

Benefits

Learning budgets

Flexible Time Off

Equity participation

Collaboration with global teams

Qualifications

• 3-5 years of experience in analytics, customer insights, or business intelligence roles.
• Strong knowledge of customer lifecycle and retention metrics.
• Experience in conducting root cause analysis using structured and unstructured data.

Responsibilities

• Lead investigations into customer pain points and retention barriers.
• Analyze customer lifecycle data to understand drop-off points.
• Deliver insights and presentations to stakeholders.

Skills

Analytical storytelling

Problem-solving skills

Customer lifecycle metrics

Communication skills

SQL proficiency

Tools

Looker

Tableau

Power BI

Job description

• What Customer Experience Analyst Jobs are in ...

What Customer Experience Analyst Jobs are in Qatar?

Showing 1 Customer Experience Analyst jobs in Qatar

Customer Experience Analyst

Snoonu

Posted today

Job Description

Welcome to Your Next Adventure
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 Get Your Hands On
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.
• 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.

The Magic You Bring

• 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.

Bonus Points If You Have

• 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.

Inside Snoonu's Universe
Snoonu is Qatar's homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

The Dream We're Chasing
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.

The Quest We're On
To radically transform how people live by leveraging technology to connect them with endless possibilities.

Our Everyday Superpowers
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."

Perks & Worklife Magic At Snoonu
Remote & Global Vibes –
Collaborate with a worldwide crew.

Brain Boosters –
Learning budgets, access to courses, and tools for your growth.

Builder's Playground –
Own your tasks, own your path We're big on autonomy.

Shared Success –
We offer equity because we build this together.

Flexible Time Off –
We take recharging seriously. Generous leave and wellness policies.

Agile Everything –
Scrum isn't a buzzword here. It's how we roll, from product to ops.

Beyond the Code: Giving Back Matters
We don't just build an app. We're committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we're always finding ways to do better—and we invite you to be a part of that mission.

Diversity Isn't Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We're proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.

Let's Build the Future Together
Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let's make some tech magic together.

Stay in the loop—connect with us on LinkedIn

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