The Role
Lead CX strategy to reduce delivery delays by diagnosing root causes using quantitative and qualitative data, segmenting delays, quantifying business impact, designing experiments, building dashboards, and driving cross-functional corrective and preventive solutions to improve customer journeys and retention.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
We are looking for a Customer Experience Specialist to lead high-impact initiatives within our CX Strategy & Operations team.
In the immediate term, this role will focus on reducing delivery delays across the Snoonu ecosystem — identifying root causes, distinguishing the delays that hurt customers most from those that don’t, quantifying impact, and building cross-functional action plans to address and prevent them at scale.
This is not a reactive support role. It is a strategic, data-driven position focused on diagnosing systemic experience gaps and driving structural improvements that stop delays before they happen.
We are looking for a brilliant generalist someone who can deeply own a problem space today (delays) while being flexible and capable of evolving into broader CX strategic initiatives as the organization grows.
🛠 What You’ll Get Your Hands On:
Own the Delays Problem End-to-End
- Analyze delay trends across customers, riders, and merchants — from order acceptance and preparation through pickup and last-mile delivery.
- Distinguish high-pain delays from low-pain ones: quantify how different delay types, magnitudes, and contexts affect customer experience, satisfaction, and downstream behavior — and prioritize the most damaging delays first.
- Identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback).
- Segment delays by type, stage, geography, vertical, time, and operational drivers.
- Quantify the business impact (revenue, customer churn, repeat behavior, operational inefficiencies).
Build and Drive Cross-Functional Solutions
- Develop structured action plans — both corrective and preventive — in partnership with Product, Engineering, Operations, and Support.
- Translate insights into clear problem statements and solution hypotheses.
- Define success metrics and track impact post-implementation.
- Drive accountability and follow-through across stakeholders.
Use Data to Drive Decisions
- Leverage SQL, dashboards, and analytics tools to uncover patterns and trends.
- Design experiments (A/B tests, pilots) to validate hypotheses.
- Build reporting frameworks to monitor delay KPIs and early-warning signals that flag delays before they escalate.
Improve Customer Journeys
- Map delay-related journeys to identify friction points and the moments where delays become most painful.
- Propose structural improvements in policies, product flows, ETA accuracy, proactive communication, or operational processes.
- Partner with VoC initiatives to close feedback loops.
Contribute as a CX Generalist
- Support other strategic CX initiatives such as churn reduction, retention programs, service quality improvements, and journey redesign.
- Contribute to building scalable frameworks, SOPs, and playbooks for future problem-solving.
- Adapt as priorities evolve — this role is designed to grow with the business.
🧙♂️ The Magic You Bring
- 4–6 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments.
- Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components.
- Hands-on experience working with data (SQL, Excel, BI tools).
- Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution.
- Strong stakeholder management and communication skills.
- Comfort working in ambiguity and ownership-driven environments.
- A customer-first mindset with the ability to balance customer impact and business realities.
- A bias for action and strong follow-through.
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
- 4-6 years experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments
- Strong analytical skills; ability to structure ambiguous problems into actionable components
- Hands-on experience working with data (SQL, Excel, BI tools)
- Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution
- Strong stakeholder management and communication skills
- Comfort working in ambiguity and ownership-driven environments
- Customer-first mindset with ability to balance customer impact and business realities
- Bias for action and strong follow-through
- Experience designing experiments (A/B tests, pilots) and building reporting frameworks
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/
