The Role
Lead data-driven investigations into customer pain points, churn, and behavior. Build dashboards, run retention and cohort analyses, map journeys, and deliver insights to Product, CX, and Growth to reduce churn and improve experiences.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
Snoonu’s Customer Experience Strategy & Operations team is on a mission to create seamless, personalized, and high-impact experiences for customers, riders, and merchants. We use data to design better journeys, identify friction points, and scale operational excellence. We work closely with Product, Support, Engineering, and Growth teams to ensure every customer interaction builds trust and loyalty.
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.
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.
🧙♂️ 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.
- Not required, but needed for plus
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – 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 Ultra App that propels the region and its community through innovation and technology. We have global ambitions 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.”
Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”
Perks & Worklife Magic At Snoonu
🌐 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.
🏝️ 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.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. 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 team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!
Skills Required
- 3-5 years of experience in analytics, customer insights, or business intelligence
- Strong knowledge of customer lifecycle and retention metrics (LTV, churn rate, cohort analysis, stickiness)
- Experience conducting root cause analysis using structured and unstructured data (tickets, KPIs, chat logs, tags)
- Advanced proficiency in SQL
- Proficiency in at least one BI tool (Looker, Tableau, Power BI)
- Ability to manipulate and analyze large datasets to derive actionable insights
- Strong problem-solving skills and hypothesis-driven approach to analysis
- Excellent written and verbal communication; experience presenting to cross-functional stakeholders
- Growth mindset and curiosity about customer behavior
- Experience working with CX tools (Zendesk, Intercom) and tagging frameworks
- Background in experimentation (A/B testing, test vs. control)
- Familiarity with customer segmentation, recommender systems, or churn modeling
Am I A Good Fit?
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The Company
What We Do
Welcome to Snoonu, Qatar's leading tech innovator. Founded by Hamad Al-Hajri in 2019, Snoonu is your go-to app for online shopping, food and grocery delivery, pharmacy needs, and more. At Snoonu, we're not just revolutionizing convenience but pioneering it. Our super-app offers 11 essential services in one place, from quick meals to urgent pharmacy runs, grocery shopping, and even a personal picker (Snoosend). We're here to make your life easier and inspire you with our constant drive for innovation. But we're more than just a company; we're a vibrant community driven by a shared vision to harness technology for societal betterment. Join a team that doesn't just participate in the future of Qatar's economy but shapes it. Here, being extraordinary is our everyday standard. By using our services, you're not just making your life easier; you're contributing to the growth and convenience of our community. With our app, convenience is just a tap away. Experience the ease of having anything delivered to your doorstep. Embark on this exhilarating journey with us and be part of Qatar's next big success story. Visit us: ★ Website: https://snoonu.com ★ Instagram: https://www.instagram.com/snoonu/ ★ Twitter: https://twitter.com/snoonu_qa ★TikTok: https://www.tiktok.com/@snoonu ★ Facebook: https://www.facebook.com/snoonu.qa/
