Customer Experience Analytics Manager

🚀 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.

• 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.

• 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.

• 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.

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.

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…