Customer Experience Specialist

Role Overview

Join a dynamic team as a Customer Experience Specialist focused on leading vital initiatives within the Customer Experience Strategy & Operations division. Your primary responsibility initially will be addressing delivery delays throughout the Snoonu platform by diagnosing root causes, prioritizing issues based on customer impact, measuring business consequences, and implementing collaborative corrective strategies.

Key Responsibilities

• Conduct comprehensive analyses of delays spanning customer orders, riders, and merchants, covering the entire process from order receipt to last-mile delivery.
• Distinguish delays that most adversely affect customer satisfaction by measuring their impact and prioritize whereby improvements are most needed.
• Utilize both quantitative data and qualitative feedback, including Voice of Customer inputs and operational reports, to uncover underlying reasons for delays.
• Segment delay data by various factors such as delay type, location, operational stage, time, and vertical to gain nuanced insights.
• Assess how delays influence business metrics like revenue, customer retention, and operational efficiency.
• Formulate and drive action plans with cross-functional teams including Product, Engineering, Operations, and Customer Support to both correct existing problems and prevent future occurrences.
• Translate analytical findings into clear problem definitions and develop hypotheses for solutions.
• Establish success criteria, monitor the impact of interventions, and ensure stakeholder accountability for outcomes.
• Employ SQL, business intelligence tools, and dashboards to detect patterns, create reporting frameworks, and set up early detection mechanisms for potential delays.
• Design and implement experiments such as A/B tests and pilot projects to validate solutions.
• Map customer journeys related to delays to pinpoint key pain points and formulate improvements in areas like policies, ETA accuracy, communications, and processes.
• Collaborate with voice of customer programs to create effective feedback loops.
• Contribute beyond delays by supporting broader customer experience initiatives like reducing churn, improving retention, enhancing service quality, and redesigning journeys.
• Help establish scalable SOPs, playbooks, and frameworks for future problem-solving initiatives.
• Adapt responsively to evolving priorities and expand scope alongside company growth.

Candidate Profile and Experience

• 4 to 6 years of professional experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles especially within technology-driven marketplaces or fast-paced settings.
• Strong analytical capabilities with an aptitude for deconstructing complex, ambiguous issues into actionable plans.
• Proficiency in data handling including SQL, Excel, and business intelligence tools.
• Proven ability to identify root causes of problems and lead multi-disciplinary resolution efforts.
• Excellent communication and stakeholder management skills.
• Comfortable working in environments characterized by ambiguity with a strong sense of ownership.
• A customer-centric mindset balanced with practical business considerations.
• A proactive attitude marked by decisiveness and strong follow-through.

About Snoonu

Snoonu is a Qatar-based Super App innovating daily convenience with fast delivery and shopping services, driven by technology and a diverse global team. The company is committed to transforming local lifestyle through innovation and technology, aiming to surpass conventional limits while fostering sustainability, community support, and inclusive culture.

Company Values

• Customer Obsession: Prioritizing customer needs above all.
• Integrity: Upholding honesty, ethics, and trust.
• Curiosity and Creativity: Continuously innovating impactful solutions.
• Ownership: Leading by example and taking responsibility.
• Smart Work: Delivering superior results efficiently.
• Teamwork: Valuing collaboration and collective strength.

Employee Benefits

• Global collaboration with an international team.
• Access to learning resources and personal development budgets.
• Empowerment through autonomy and ownership of work.
• Flexible vacation and wellness policies to support work-life balance.
• Adoption of agile methodologies across teams.
• Certification as a Great Place to Work® confirming a supportive and empowering culture.
• ISO certifications ensuring quality management and workplace safety.
• Commitment to sustainability, social responsibility, and diversity inclusion.

Equal Opportunity

The organization values fairness, diversity, and inclusivity, welcoming candidates from all backgrounds to thrive and contribute to its mission.