Hybrid Senior CX Analytics & AI Insights Lead

Snowflake; Menlo Park (CA); Hybrid; USD 138,000 - 181,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

HSA/FSA

Paid holidays

Paid time off

Parental leave

Employee assistance program

Job summary

Snowflake is seeking a Senior Analyst to shape how we measure and improve post-sale customer experience. You will combine rigorous quantitative analysis with an AI toolkit to unlock insights from support and services data, influencing product strategy and operational efficiency.

You will partner with Support, Services Delivery, Operations, and Finance, building scalable analytics and self-service capabilities using Snowflake Cortex Code and other AI-enabled tools.

Qualifications

• Bachelor's or Master's degree in Computer Science, Data Science, Statistics, or a related field (or equivalent experience)
• 4-6 years of experience in data analytics or applied data science
• Strong SQL skills (Snowflake preferred) and proficiency in Python
• Experience with dbt for data modeling and transformation
• Experience building user-facing analytics applications (BI tools, data apps or similar)

Responsibilities

• Be a Trusted Analytics Partner to CXE Leadership: Work closely with Support and Services Delivery leaders to provide the data and insights that drive operational decisions
• Deliver Insights That Drive Action: Conduct deep-dive analyses on support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency that CXE leadership can act on immediately.
• Connect the Dots Across Teams: Partner with Support Engineering, Services Delivery, Operations, and Finance to ensure CX analytics are grounded in a holistic view of the post-sale customer experience
• Know the Data Inside and Out: Build strong fluency in the underlying data models, metrics definitions, and pipelines (SQL, dbt, Snowflake) that drive Support and Services Delivery reporting.
• Enable Self-Service Through AI: Leverage AI-driven interfaces (semantic models, Cortex Analyst, Snowflake Cortex Code) to help CXE managers and operational teams answer their own data questions - reducing turnaround time on ad-hoc requests.
• Raise the Bar Across the Team: Contribute to team best practices, documentation, and analytical standards. Elevate the quality and consistency of deliverables across the analytics org.

Skills

SQL

Python

dbt

BI tools

Data modeling

Education

Bachelor's or Master's in CS/DS/Statistics or related field

Tools

Snowflake

Git

Job description

Snowflake is seeking a Senior Analyst to shape how we measure and improve post-sale customer experience. You will combine rigorous quantitative analysis with an AI toolkit to unlock insights from support and services data, influencing product strategy and operational efficiency.

You will partner with Support, Services Delivery, Operations, and Finance, building scalable analytics and self-service capabilities using Snowflake Cortex Code and other AI-enabled tools.