Job Description/Specification:
Snoonu is seeking a highly analytical and customer-focused Customer Experience Specialist to join its CX Strategy & Operations team in Doha, Qatar. This role is focused on improving customer experience by identifying, analyzing, and eliminating operational issues that impact service quality, with an immediate emphasis on reducing delivery delays across the platform.
The successful candidate will work closely with Product, Engineering, Operations, and Customer Support teams to identify root causes, develop data-driven solutions, and implement scalable improvements. This is a strategic role for professionals who enjoy solving complex problems, leveraging data to influence decisions, and driving initiatives that enhance customer satisfaction and business performance.
About This Role
As a Customer Experience Specialist, you will own critical customer experience initiatives by analyzing operational performance, identifying pain points, and leading cross-functional projects that improve delivery reliability and customer journeys. You will use data, customer feedback, and operational insights to develop scalable solutions while contributing to broader customer experience and service quality strategies.
Key Responsibilities
Customer Experience Strategy
- Lead initiatives focused on improving customer experience across the delivery ecosystem.
- Analyze customer journeys to identify friction points and service gaps.
- Prioritize high-impact customer issues based on business and customer outcomes.
- Support strategic initiatives related to customer retention, service quality, and journey optimization.
Data Analysis & Insights
- Analyze operational data to identify trends, patterns, and root causes of delivery delays.
- Segment performance data by geography, business vertical, operational stage, and customer behavior.
- Quantify the business impact of customer experience issues, including customer satisfaction, retention, revenue, and operational efficiency.
- Develop reports, dashboards, and performance metrics to support decision-making.
Cross-Functional Project Management
- Collaborate with Product, Engineering, Operations, and Customer Support teams to implement improvement initiatives.
- Translate analytical findings into actionable business recommendations.
- Develop corrective and preventive action plans to improve operational performance.
- Define project success metrics and monitor implementation outcomes.
Continuous Improvement
- Design experiments, pilot programs, and A/B tests to validate improvement initiatives.
- Develop early-warning indicators to proactively identify customer experience risks.
- Contribute to the development of SOPs, operational frameworks, and best practices.
- Continuously improve customer processes based on feedback, analytics, and operational insights.
Minimum Requirements
Education
- Bachelor's Degree in Business Administration, Operations Management, Industrial Engineering, Data Analytics, Economics, Computer Science, Information Systems, or a related discipline.
Experience
- 4–6 years of experience in Customer Experience, Operations, Strategy, Consulting, Business Analytics, or similar analytical roles.
- Experience working within technology companies, marketplaces, e-commerce, logistics, delivery platforms, or other fast-paced environments.
- Proven experience leading cross-functional improvement initiatives.
- Experience performing root cause analysis and solving operational challenges.
Preferred Skills
- Strong analytical and critical thinking skills.
- Excellent stakeholder management and communication abilities.
- Ability to work independently in fast-changing environments.
- Strong customer-centric mindset.
- Experience managing multiple strategic initiatives simultaneously.
- Excellent presentation and problem-solving skills.
Technical Skills
- SQL
- Microsoft Excel (Advanced)
- Business Intelligence (BI) Tools
- Dashboard Development
- Data Analysis
- KPI Monitoring
- Root Cause Analysis
- Customer Journey Mapping
- A/B Testing
- Process Improvement
- Performance Reporting
- Operational Analytics
- Data Visualization
- Customer Experience Analytics
Core Competencies
- Customer Focus
- Analytical Thinking
- Problem Solving
- Strategic Thinking
- Communication Skills
- Stakeholder Management
- Project Management
- Planning & Organization
- Adaptability
- Decision Making
- Collaboration
- Continuous Improvement
- Accountability
- Results Orientation
- Innovation
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Customer Experience Specialist
- Customer Experience Analyst
- CX Strategy Specialist
- Operations Analyst
- Business Analyst
- Strategy Analyst
- Process Improvement Specialist
- Customer Success Manager
- Product Operations Specialist
- Operations Excellence Specialist
- Business Consultant
- Service Quality Analyst
Professionals from technology companies, super apps, e-commerce, logistics, delivery platforms, consulting firms, customer experience teams, business operations, and digital marketplaces are encouraged to apply.
CV Tips
To improve your chances of being shortlisted, ensure your CV highlights:
- Experience analyzing customer experience or operational performance.
- Strong SQL, Excel, and Business Intelligence tool proficiency.
- Root cause analysis and process improvement achievements.
- Cross-functional project management experience.
- Dashboard development and KPI reporting.
- Customer journey mapping and service quality initiatives.
- Quantifiable improvements in customer satisfaction, retention, operational efficiency, or cost reduction.
- Experience working in technology, logistics, marketplace, or fast-paced environments.
Application Tips
- Prepare examples of customer experience challenges you successfully solved using data and analytics.
- Demonstrate your ability to identify root causes and implement sustainable process improvements.
- Showcase your SQL, Excel, and reporting capabilities with real business examples.
- Highlight successful cross-functional projects where you influenced multiple stakeholders.
- Be ready to discuss customer journey optimization and operational performance improvements.
- Quantify your achievements using measurable business outcomes such as reduced delivery delays, improved customer satisfaction, increased retention, or operational efficiencies.
- Emphasize your ability to thrive in fast-paced, data-driven, and customer-centric environments.
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