Customer Experience Specialist

Overview

The Customer Experience Strategy & Operations team at Snoonu is responsible for designing and implementing initiatives that enhance customer, rider, and merchant experiences across all touchpoints. We are relentless in improving operational excellence, customer outcomes, and scalable satisfaction.

Our team collaborates closely with Product, Engineering, Operations, Support, and Business teams to make Snoonu the most trusted brand in the market. We don’t just solve problems — we identify systemic gaps and build cross-functional solutions that drive measurable impact.

• Own the cancellations problem end-to-end: analyze cancellation trends across customers, riders, and merchants; identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback); segment cancellations by type, geography, vertical, time, and operational drivers; quantify the business impact (revenue, customer churn, operational inefficiencies).
• Build and drive cross-functional solutions: develop structured action plans in partnership with Product, Engineering, Operations, and Support; translate insights into clear problem statements and solution hypotheses; define success metrics and track impact post-implementation; drive accountability and follow-through across stakeholders.
• Use data to drive decisions: leverage SQL, dashboards, and analytics tools to uncover patterns and trends; design experiments (A/B tests, pilots) to validate hypotheses; build reporting frameworks to monitor cancellation KPIs and early warning signals.
• Improve customer journeys: map cancellation-related journeys to identify friction points; propose structural improvements in policies, product flows, communication, or operational processes; partner with VoC initiatives to close feedback loops.
• Contribute as a CX Generalist: support other strategic CX initiatives such as churn reduction, retention programs, service quality improvements, and journey redesign; contribute to building scalable frameworks, SOPs, and playbooks for future problem-solving; adapt as priorities evolve.

• 3–5 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments.
• Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components.
• Hands-on experience working with data (SQL, Excel, BI tools).
• Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution.
• Strong stakeholder management and communication skills.
• Comfort working in ambiguity and ownership-driven environments.
• A customer-first mindset with the ability to balance customer impact and business realities.
• A bias for action and strong follow-through.

• SQL proficiency
• Experience working in a startup fast-paced environment
• Experience in delivery, logistics, marketplace, or gig-economy environments
• Exposure to churn analysis, retention strategy, or operational performance optimization
• Experience running structured problem-solving frameworks (e.g., hypothesis-driven analysis, root cause analysis, experiment design)
• Familiarity with CX platforms (Zendesk, Salesforce, etc.) and customer journey analytics

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.

To radically transform how people live by leveraging technology to connect them with endless possibilities.

• Be Customer Obsessed:
  Focus on the customer and all else will follow.
• Act with Integrity:
  We are honest, ethical, and trustworthy in everything we do.
• Be Curious and Creative:
  We constantly innovate and create solutions to bring a lasting positive impact.
• Lead by…