Job Description/Specification:
Snoonu, Qatar’s homegrown Super App, is on a mission to reinvent daily life through blazing-fast delivery, shopping, and more. We’re looking for a Customer Experience Specialist who thrives on solving complex problems and driving measurable impact. This isn’t about reporting issues — it’s about fixing them and recovering lost revenue.
Key Responsibilities
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Own the Lost Orders Problem: analyze customer funnels, identify drop-off points, and implement fixes that recover abandoned carts.
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Lead the Bad Orders Problem: uncover root causes behind low ratings, design interventions, and track improvements.
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Partner cross-functionally with Product, Engineering, Operations, and Merchant teams to drive solutions.
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Design and run A/B tests to validate recovery tactics and optimize checkout flows.
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Build dashboards and KPIs to measure conversion, abandonment, recovery, and satisfaction.
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Influence stakeholders with clear problem statements and evidence-backed business cases.
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Contribute to broader CX initiatives including churn reduction, retention programs, and service quality improvements.
Requirements
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3–5 years of experience in CX, Product Analytics, Strategy, Operations, Growth, or Consulting.
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Strong analytical skills with the ability to break down ambiguous problems into testable hypotheses.
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Hands-on data experience: SQL, Excel, BI tools.
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Familiarity with product funnels, conversion metrics, and customer journey analytics.
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Proven track record of driving cross-functional initiatives to resolution.
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Excellent communication and stakeholder management skills.
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Bias for action, persistence, and comfort with ambiguity.
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Customer-first mindset balanced with business realities.
Why You’ll Love This Opportunity
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Work at Qatar’s leading Super App with global ambitions.
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Autonomy to own problems end-to-end and see your solutions ship.
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Flexible time off and wellness policies.
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Learning budgets and access to growth tools.
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Certified Great Place to Work® with ISO quality and safety standards.
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A culture that values innovation, integrity, and teamwork.
Who Should Apply?
This role is perfect for:
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Analytical problem-solvers who thrive in ambiguity.
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Professionals with experience in tech, marketplaces, delivery, or e-commerce.
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Individuals who can influence without authority and drive measurable outcomes.
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Curious, customer-obsessed candidates eager to grow into broader CX leadership roles.
Skills That Will Help You Succeed
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Funnel analysis and conversion optimization.
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Root cause analysis and taxonomy building.
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Experiment design and A/B testing.
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Stakeholder influence through evidence-based communication.
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Operational problem-solving across merchants, riders, and product flows.
How to Stand Out
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Highlight achievements where you reduced churn, improved conversion, or solved ambiguous CX problems.
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Showcase metrics-driven impact (e.g., “Improved checkout conversion by 12%”).
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Demonstrate persistence in driving fixes across multiple teams.
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Tailor your CV to emphasize both analytical and cross-functional collaboration skills.
Interview Preparation
Expect scenario-based questions such as:
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“How would you diagnose a sudden drop in checkout conversion?”
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“What signals would you analyze to uncover silent dissatisfaction?”
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“Describe a time you influenced a team without direct authority.” Prepare to discuss data-driven problem-solving, stakeholder management, and measurable outcomes.
Career Growth
This role can evolve into broader CX leadership, strategic operations, or product analytics roles as Snoonu scales.
Frequently Asked Questions
Q: Is this a reporting role? A: No, success is measured by orders recovered and ratings improved.
Q: Do I need technical skills? A: Yes, SQL and BI tools are essential to pull and analyze data independently.
Q: What industries fit best? A: Tech, e-commerce, delivery, or marketplaces — but strong analytical problem-solvers from other industries are welcome.
Final Note
Join Snoonu and be part of a team that’s transforming life in Qatar and beyond. Your work will directly recover lost revenue, improve customer satisfaction, and shape the future of the region’s first Ultra App