Job Description/Specification:
Snoonu is looking for a data-driven and analytical Customer Experience Analyst to join its Customer Experience Strategy & Operations team in Doha, Qatar. This role is focused on uncovering customer insights, identifying the root causes of customer pain points, and delivering actionable recommendations that improve customer satisfaction, retention, and overall business performance.
The successful candidate will leverage customer data, operational metrics, and behavioral analytics to investigate customer journeys, identify churn drivers, and support strategic initiatives across Product, Engineering, Growth, and Customer Support teams. This is an excellent opportunity for professionals passionate about customer analytics, business intelligence, and using data to shape exceptional customer experiences.
About This Role
As a Customer Experience Analyst, you will analyze customer behavior, investigate operational issues, measure customer retention, and develop insightful reports that guide strategic decision-making. You will collaborate with cross-functional teams to improve customer journeys, optimize support processes, and build scalable analytics frameworks that drive continuous customer experience improvements.
Key Responsibilities
Customer Experience Analytics
- Investigate customer pain points using operational data, customer feedback, and support interactions.
- Analyze customer satisfaction metrics, including CSAT, NPS, and customer feedback trends.
- Conduct root cause analysis to identify recurring customer experience issues.
- Develop frameworks to categorize, prioritize, and measure customer experience challenges.
Customer Retention & Churn Analysis
- Analyze customer lifecycle data to identify churn drivers and retention opportunities.
- Monitor customer engagement, repeat purchase behavior, and reactivation trends.
- Build dashboards and recurring reports tracking retention, loyalty, and customer lifetime performance.
- Identify at-risk customer segments and recommend proactive retention strategies.
Behavioral Insights & Journey Optimization
- Analyze customer behavior across acquisition, onboarding, engagement, and retention stages.
- Partner with Product and Data teams to evaluate user journeys and personalization initiatives.
- Measure the effectiveness of experiments, product enhancements, and customer experience improvements.
- Recommend enhancements to customer journeys, support processes, and operational workflows.
Reporting & Cross-Functional Collaboration
- Develop dashboards, reports, and presentations that communicate actionable customer insights.
- Collaborate with Customer Experience, Product, Engineering, Growth, CRM, and Voice of Customer (VoC) teams.
- Support the continuous improvement of customer experience KPIs and reporting frameworks.
- Present analytical findings and recommendations to business stakeholders.
Minimum Requirements
Education
- Bachelor's Degree in Business Analytics, Data Analytics, Statistics, Economics, Business Administration, Computer Science, Information Systems, Mathematics, Industrial Engineering, or a related discipline.
Experience
- 3–5 years of experience in Customer Analytics, Business Intelligence, Customer Insights, Data Analytics, or related analytical roles.
- Experience working in technology companies, e-commerce, marketplaces, digital platforms, or service industries.
- Experience analyzing customer lifecycle, retention, and behavioral data.
- Proven experience conducting root cause analysis and delivering actionable business insights.
Preferred Skills
- Strong analytical and critical thinking skills.
- Excellent stakeholder management and presentation abilities.
- Strong problem-solving and hypothesis-driven analytical approach.
- Customer-centric mindset with a passion for improving customer experiences.
- Ability to manage multiple priorities in a fast-paced environment.
Technical Skills
- SQL
- Microsoft Excel (Advanced)
- Power BI
- Tableau
- Looker
- Business Intelligence Tools
- Customer Analytics
- Customer Journey Analysis
- Cohort Analysis
- Churn Analysis
- Customer Lifetime Value (LTV) Analysis
- KPI Reporting
- Data Visualization
- Root Cause Analysis
- A/B Testing
- Customer Segmentation
- Dashboard Development
Core Competencies
- Analytical Thinking
- Problem Solving
- Strategic Thinking
- Communication Skills
- Stakeholder Management
- Customer Focus
- Data Interpretation
- Decision Making
- Presentation Skills
- Planning & Organization
- Continuous Improvement
- Collaboration
- Attention to Detail
- Adaptability
- Results Orientation
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Customer Experience Analyst
- Customer Insights Analyst
- Business Intelligence Analyst
- Data Analyst
- Product Analyst
- Business Analyst
- Customer Analytics Specialist
- CRM Analyst
- Growth Analyst
- Operations Analyst
- Customer Success Analyst
- Marketing Analyst
Professionals from technology companies, super apps, e-commerce, digital marketplaces, logistics, consulting firms, fintech, telecommunications, customer experience teams, and business intelligence functions are encouraged to apply.
CV Tips
To improve your chances of being shortlisted, ensure your CV highlights:
- Experience analyzing customer behavior, retention, and customer journeys.
- Advanced SQL and Business Intelligence tool proficiency.
- Dashboard development using Power BI, Tableau, Looker, or similar platforms.
- Root cause analysis and customer experience improvement initiatives.
- Customer lifecycle, cohort, churn, and LTV analysis.
- Experience with A/B testing and data-driven experimentation.
- Cross-functional collaboration with Product, Engineering, Marketing, or Customer Experience teams.
- Quantifiable achievements such as improved retention, reduced churn, increased customer satisfaction, or enhanced operational performance.
Application Tips
- Prepare examples of customer experience challenges you solved using data and analytics.
- Demonstrate your expertise in SQL, customer analytics, and dashboard development.
- Showcase projects involving churn analysis, customer segmentation, or customer journey optimization.
- Highlight your experience translating complex data into actionable business recommendations.
- Be ready to discuss customer lifecycle metrics such as LTV, churn rate, retention, cohort analysis, and customer engagement.
- Emphasize your ability to collaborate effectively with cross-functional teams and influence business decisions through data.
- Quantify your achievements with measurable improvements in customer satisfaction, retention, operational efficiency, or business growth.
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