Customer Experience Specialist — Lost & Bad Orders

Role Overview

Lost Orders

• Map the customer funnel from browsing to checkout and identify app, UX, payment, timeout, pricing, and abandonment issues.
• Segment drop-off by stage, device, vertical, time of day, customer cohort, and other relevant dimensions.
• Quantify revenue impact, prioritize fixes, partner with Product and Engineering, and track recovered orders.
• Design and run experiments including A/B tests, cart reminders, checkout simplification, and error-handling improvements.

Bad Orders

• Identify low-rated orders without specific complaints and investigate shared merchant, item, delivery, packaging, rider, zone, time, or weather signals.
• Build a root-cause taxonomy that identifies operational and product failures beyond surface-level categories.
• Drive merchant, packaging, delivery-process, and product improvements with relevant teams.
• Measure changes in low-rated orders and repeat behavior among affected customers.

Cross-Functional Solutions

• Translate root-cause findings into actionable problem statements for Product, Engineering, Operations, and Merchant teams.
• Build business cases that quantify order and revenue impact to support prioritization.
• Track implementation and post-launch outcomes, iterating when fixes do not improve results.
• Drive accountability through evidence and persistence without direct authority over partner teams.

Measurement and CX

• Own checkout conversion, cart abandonment, bad-order, recovery-rate, and incremental-orders-recovered KPIs.
• Build dashboards and reporting that make progress visible to leadership.
• Run structured experiments to distinguish causation from correlation.
• Support churn reduction, retention, service quality, journey redesign, and scalable CX playbooks.

Requirements

• 3–5 years of experience in CX, Product Analytics, Strategy, Operations, Growth, or Consulting.
• Hands-on SQL, Excel, and BI or dashboarding experience.
• Experience with product funnels, conversion metrics, or customer journey analytics.
• Experience identifying root causes and driving cross-functional initiatives to resolution.
• Strong stakeholder management and communication skills.
• Comfort with ambiguity, strong follow-through, and a customer-first mindset.

About Snoonu

Benefits

• Learning budgets, courses, and growth tools are offered.
• The company describes flexible time off, wellness policies, autonomy, and collaboration with a global team.