Customer Experience Specialist

We are looking for a Customer Experience Specialist to lead high-impact initiatives within our CX Strategy & Operations team.

In the immediate term, this role will focus on reducing delivery delays across the Snoonu ecosystem — identifying root causes, distinguishing the delays that hurt customers most from those that don’t, quantifying impact, and building cross-functional action plans to address and prevent them at scale.

This is not a reactive support role. It is a strategic, data-driven position focused on diagnosing systemic experience gaps and driving structural improvements that stop delays before they happen.

We are looking for a brilliant generalist someone who can deeply own a problem space today (delays) while being flexible and capable of evolving into broader CX strategic initiatives as the organization grows.

• Analyze delay trends across customers, riders, and merchants — from order acceptance and preparation through pickup and last-mile delivery.
• Distinguish high-pain delays from low-pain ones: quantify how different delay types, magnitudes, and contexts affect customer experience, satisfaction, and downstream behavior — and prioritize the most damaging delays first.
• Identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback).
• Segment delays by type, stage, geography, vertical, time, and operational drivers.
• Quantify the business impact (revenue, customer churn, repeat behavior, operational inefficiencies).

• Develop structured action plans — both corrective and preventive — 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.

• 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 delay KPIs and early-warning signals that flag delays before they escalate.

• Map delay-related journeys to identify friction points and the moments where delays become most painful.
• Propose structural improvements in policies, product flows, ETA accuracy, proactive communication, or operational processes.
• Partner with VoC initiatives to close feedback loops.

• 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 — this role is designed to grow with the business.

• 4–6 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.

• Global Vibes – Collaborate with a worldwide crew.
• Brain Boosters – Learning budgets, access to courses, and tools for your growth.
• Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
• Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.

At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life.