Description
Customer Experience Analytics Manager
Location: Lusail, Qatar
Department: Customer Experience
🚀 Welcome to Your Next Adventure!
We’re seeking a Customer Experience Analytics Manager 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:
- Own the analytics agenda for the Customer Experience organization, identifying key opportunities to improve customer satisfaction, operational efficiency, and marketplace health.
- Translate complex data into clear insights that inform strategic decisions across Product, Operations, and Support.
- Use structured analysis to investigate customer experience issues across the marketplace (customers, riders, and merchants).
- Identify root causes behind key metrics such as cancellations, support contacts, service defects, or churn.
- Build scalable reporting, dashboards, and analytical frameworks that enable teams to monitor CX performance and act quickly on emerging trends.
- Develop clear success metrics and measurement frameworks for CX initiatives.
- Partner with Product and Operations teams to design experiments (A/B tests, pilots, policy changes) that validate hypotheses and measure impact.
- Evaluate experiment results and translate them into actionable recommendations.
- Act as a strategic thought partner to Product, Engineering, Operations, and Support teams.
- Ensure insights translate into real operational or product improvements.
- Lead and mentor analysts within the CX Analytics team while building scalable analytics frameworks, playbooks, and reporting standards that enable faster problem-solving across the organization.
- Support broader CX initiatives such as retention improvement, churn reduction, journey redesign, and service quality optimization.
🧙♂️ The Magic You Bring
- 6+ years of experience in analytics, strategy, consulting, or data-driven operational roles within technology companies, marketplaces, or high-growth environments.
- Strong ability to take ambiguous business problems and structure them into clear analytical approaches and actionable insights.
- Demonstrated experience using data to influence product, operational, or strategic decisions and drive measurable business outcomes.
- Proven track record of leading cross-functional initiatives from insight to implementation.
- Experience designing and analyzing experiments (A/B testing, pilots, policy changes) to validate hypotheses and measure impact.
- Strong proficiency with data analysis tools such as SQL, Excel, or BI platforms to explore large datasets and build analytical frameworks.
- Ability to communicate complex analytical findings clearly to both technical and non-technical stakeholders.
- Experience collaborating closely with Product, Engineering, Operations, and Business teams in a fast-paced environment.
- A strong ownership mindset and bias toward turning insights into tangible improvements for customers and the business.
- Experience mentoring analysts or contributing to the development of analytics capabilities within a team.
✨ Bonus Points if You Have:
- Experience working in delivery, logistics, marketplaces, or gig-economy platforms.
- Experience analyzing customer behavior, churn, retention, or marketplace performance.
- Familiarity with experimentation frameworks and statistical methods such as hypothesis testing or causal analysis.
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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