Customer Experience Specialist

About the role

We are seeking a data‑driven Customer Experience Specialist to lead high‑impact initiatives that reduce delivery delays across the Snoonu ecosystem. This strategic role will diagnose systemic gaps, prioritize the most damaging delays, and design cross‑functional solutions that prevent issues before they affect customers.

Key responsibilities

• Analyze delay trends across customers, riders, and merchants from order acceptance to last‑mile delivery.
• Distinguish high‑pain from low‑pain delays, quantify their impact on revenue, churn, and satisfaction, and prioritize remediation.
• Identify root causes using quantitative data, VoC feedback, support tickets, and operational insights.
• Develop and drive structured action plans with Product, Engineering, Operations, and Support teams.
• Leverage SQL, dashboards, and analytics tools to uncover patterns, design experiments, and monitor KPI dashboards.
• Map delay‑related journeys, propose policy and product improvements, and close feedback loops with VoC initiatives.
• Support broader CX projects such as churn reduction, retention programs, and journey redesign.

Required profile

• 4–6 years of experience in Customer Experience, Strategy, Operations, Consulting, or a similar analytical role.
• Strong analytical mindset with the ability to translate data into actionable business solutions.
• Proven ability to work cross‑functionally and drive accountability across stakeholders.

Required skills

• SQL

What we offer

• Opportunity to own a critical problem space and shape the CX strategy as the business scales.
• Collaborative environment with product, engineering, and operations teams.
• Access to rich data sets and tools for experimentation and impact measurement.