Customer Experience Specialist

Role Overview

We are hiring a Customer Experience Specialist to drive high-impact work within the CX Strategy & Operations function. The first priority for this role is to tackle delivery delays across the Snoonu ecosystem by finding the underlying causes, separating the delays that most negatively affect customers from those with lower impact, measuring the business consequences, and creating cross-team plans that prevent recurrence at scale.

This is a strategic, analytics-led role rather than a frontline support position. The work centers on uncovering systemic experience issues and implementing durable improvements that reduce delays before they occur. The position is suited to a strong generalist who can own one major problem area deeply at first and expand into broader CX strategy work as the business evolves.

Core Focus Areas

End-to-end delay ownership: Review delay patterns across customers, riders, and merchants from order acceptance and preparation through pickup and final delivery. Separate the most damaging delay scenarios from the less harmful ones by examining how different delay types, durations, and contexts influence customer satisfaction, behavior, and experience. Use quantitative and qualitative inputs such as Voice of Customer data, support cases, and operational feedback to pinpoint root causes. Break delays down by type, stage, region, vertical, timing, and operational driver, and quantify the impact on revenue, churn, repeat usage, and efficiency.

Cross-functional solution building: Create structured corrective and preventive action plans with Product, Engineering, Operations, and Support. Turn analysis into clear problem definitions and solution ideas, establish success measures, and monitor outcomes after changes go live. Keep stakeholders aligned and ensure actions are followed through.

Data-led decision making: Use SQL, dashboards, and analytics tools to identify trends and patterns. Design experiments such as A/B tests and pilots to test assumptions. Build reporting structures that track delay KPIs and early warning indicators so issues can be detected before they become major problems.

Customer journey improvement: Map delay-related journeys to find friction points and the moments where delays create the most frustration. Recommend improvements to policies, product flows, ETA accuracy, proactive communication, and operational processes. Work with Voice of Customer initiatives to close the feedback loop.

Broader CX contribution: Support additional strategic CX work such as churn reduction, retention initiatives, service quality improvements, and journey redesign. Help create scalable frameworks, SOPs, and playbooks that can be reused in future problem-solving. Adapt to shifting priorities as the role grows with the company.

Candidate Profile

We are seeking a practical, thoughtful problem-solver with 4 to 6 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles in tech, marketplaces, or other fast-moving environments. The right person should be comfortable structuring ambiguous problems, working hands-on with data, and translating insights into action across teams. Strong ownership, stakeholder management, customer focus, and a bias for execution are essential.

About Snoonu

Snoonu is Qatar’s homegrown super app, bringing delivery, shopping, and other everyday services into one platform. The company is powered by technology, supported by a global team, and focused on making daily life simpler.

The vision is to become the first Qatari ultra app that drives the region and its communities forward through innovation and technology. The company aims to reshape how people live by using technology to unlock new possibilities.

Values and Culture

• Put the customer first and let that mindset guide every decision.
• Act with honesty, ethics, and trustworthiness.
• Stay curious, creative, and committed to meaningful innovation.
• Show leadership through ownership and personal accountability.
• Work efficiently and deliver strong outcomes with focus and speed.
• Value teamwork and remember that strong results come from people working together.

Perks and Work Environment

• Opportunity to work with an international team.
• Learning support through budgets, courses, and development tools.
• High autonomy with ownership over your work and direction.
• Flexible time off, including generous leave and wellness support.
• Agile ways of working across product and operations.

Certifications and Commitments

The workplace is Great Place to Work® certified, reflecting a people-first culture where employees are valued, supported, and empowered to do their best work.

The organization also holds ISO 9001:2015 and ISO 45001:2018 certifications, highlighting its commitment to quality and a safe, supportive environment.

Sustainability and community contribution are also part of the company’s approach, including eco-conscious practices and CSR initiatives. The workplace promotes fairness and inclusion and welcomes candidates from all backgrounds as an equal opportunity employer.

Additional Information

Join a team where your ideas can create real change and your voice matters. The company encourages boldness, authenticity, and collaboration.