Customer Experience Analytics Manager

Overview

🛠 What You’ll Get Your Hands On

• 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.

🧙‍♂️ The Magic You Bring

• 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.

✨ Bonus Points If You Have

• 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.

Inside Snoonu’s Universe

The Dream We’re Chasing

The Quest We’re On

👥 Be Customer Obsessed

👨‍💼 It's All About People

Perks & Worklife Magic At Snoonu

Beyond the Code: Giving Back Matters

Diversity Isn’t Just a Buzzword

Let’s Build the Future Together