Job Description/Specification:
Snoonu is looking for a Customer Experience Specialist to solve two measurable business problems: customers who abandon their carts before checkout and completed orders that receive poor ratings without a clear support complaint. This is a hands-on, data-driven role focused on identifying root causes, driving cross-functional fixes, and measuring the number of orders and revenue recovered.
Key Responsibilities
- Analyze the complete customer journey from browsing and cart creation through checkout to identify where customers abandon orders.
- Segment checkout drop-offs by device, vertical, customer group, time, funnel stage, and other relevant factors to uncover patterns.
- Quantify the order and revenue impact of different abandonment points and prioritize the highest-value opportunities.
- Work with Product and Engineering teams to resolve app friction, payment problems, UX issues, errors, and other checkout barriers.
- Design experiments such as A/B tests, checkout improvements, reminders, and flow changes to increase recovery rates.
- Investigate low-rated orders where customers have not submitted a specific complaint and identify common operational or product-related patterns.
- Build root-cause categories covering factors such as merchants, items, delivery timing, packaging, riders, zones, and other relevant signals.
- Drive corrective actions with Product, Engineering, Operations, and Merchant teams and monitor whether interventions reduce poor ratings.
- Build business cases that demonstrate the order and revenue impact of proposed improvements.
- Develop dashboards and KPIs covering checkout conversion, cart abandonment, bad-order rates, recovery rates, and incremental orders recovered.
Requirements
- 3–5 years of experience in Customer Experience, Product Analytics, Strategy, Operations, Growth, or Consulting.
- Experience in technology, marketplaces, delivery, e-commerce, or similarly fast-paced environments is particularly relevant.
- Strong analytical ability and experience turning ambiguous customer problems into structured, testable hypotheses.
- Hands-on experience with SQL, Excel, and BI or dashboarding tools.
- Understanding of product funnels, conversion metrics, customer journey analytics, and user drop-off behavior.
- Proven ability to identify root causes and drive cross-functional initiatives through to measurable results.
- Strong stakeholder management and communication skills, especially when influencing teams without direct authority.
- Ability to work independently, maintain strong follow-through, and operate effectively in ambiguous situations.
- Customer-focused approach combined with an understanding of commercial and operational realities.
Who Should Apply?
This role is suited to someone who enjoys investigating problems rather than simply reporting them. You should be comfortable moving between customer data, operational signals, product discussions, and business impact.
A strong candidate will be naturally curious, comfortable asking difficult questions, and persistent enough to follow an issue from the initial hypothesis through implementation and post-launch measurement.
Skills That Will Help You Succeed
The role combines CX analytics, product thinking, operational problem-solving, and stakeholder management. Technical skills such as SQL, Excel, dashboard development, funnel analysis, and experimentation will help you identify patterns independently.
Just as important are the ability to communicate findings clearly, build evidence-based business cases, influence Product and Engineering teams, and maintain ownership when the first solution does not produce the expected result.
How to Stand Out
Your CV should demonstrate outcomes rather than only responsibilities. Highlight situations where you identified a customer or operational problem, analyzed its root cause, worked with multiple teams to implement a solution, and measured the resulting improvement.
Examples involving conversion-rate improvement, churn reduction, customer retention, service quality, order recovery, journey redesign, or operational efficiency can be particularly relevant. Quantify improvements wherever possible.
Interview Preparation
Expect questions that test both analytical thinking and execution. Be prepared to explain how you would investigate a sudden increase in cart abandonment, determine whether a checkout problem is caused by UX or technical errors, or identify why a group of customers is giving low ratings without submitting complaints.
You may also be asked to structure an ambiguous problem, define the right KPIs, design an experiment, interpret conflicting data, or convince a Product or Operations team to prioritize your proposed solution.
Career Growth
The position is designed for someone who can initially own the lost-orders and bad-orders problem space while gradually expanding into broader CX strategy. Future areas may include churn reduction, retention programs, service quality, customer journey redesign, and scalable CX problem-solving frameworks.
Snoonu also highlights learning budgets, access to courses and tools, autonomy, flexible time off, and an Agile working environment as part of its workplace offering.
Frequently Asked Questions
What is the main focus of this Customer Experience Specialist role?
The role focuses primarily on recovering lost orders and reducing poor-rated orders by identifying their underlying causes and driving measurable improvements.
Is this mainly a reporting or dashboard role?
No. Data and dashboards are important, but the position is designed around solving problems and delivering measurable changes in customer and business outcomes.
What technical skills are important?
SQL, Excel, BI/dashboarding, funnel analysis, customer journey analytics, experimentation, and KPI measurement are key capabilities.
What types of backgrounds could be relevant?
Candidates from CX, product analytics, strategy, operations, growth, or consulting may fit, particularly when they have experience in technology, marketplaces, delivery, or e-commerce.
What does success look like in this position?
Success is measured through outcomes such as improved checkout conversion, lower abandonment and bad-order rates, and incremental orders recovered as a result of successful interventions.