🚀 Welcome to Your Next Adventure!

We are looking for a Customer Experience Specialist to lead high-impact initiatives within our CX Strategy & Operations team.

In the immediate term, this role will focus on reducing delivery delays across the Snoonu ecosystem — identifying root causes, distinguishing the delays that hurt customers most from those that don’t, quantifying impact, and building cross-functional action plans to address and prevent them at scale.

This is not a reactive support role. It is a strategic, data-driven position focused on diagnosing systemic experience gaps and driving structural improvements that stop delays before they happen.

We are looking for a brilliant generalist someone who can deeply own a problem space today (delays) while being flexible and capable of evolving into broader CX strategic initiatives as the organization grows.

🛠 What You’ll Get Your Hands On

Own the Delays Problem End-to-End

• Analyze delay trends across customers, riders, and merchants — from order acceptance and preparation through pickup and last-mile delivery.
• Distinguish high-pain delays from low-pain ones: quantify how different delay types, magnitudes, and contexts affect customer experience, satisfaction, and downstream behavior — and prioritize the most damaging delays first.
• Identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback).
• Segment delays by type, stage, geography, vertical, time, and operational drivers.
• Quantify the business impact (revenue, customer churn, repeat behavior, operational inefficiencies).

Build and Drive Cross-Functional Solutions

• Develop structured action plans — both corrective and preventive — in partnership with Product, Engineering, Operations, and Support.
• Translate insights into clear problem statements and solution hypotheses.
• Define success metrics and track impact post-implementation.
• Drive accountability and follow-through across stakeholders.

Use Data to Drive Decisions

• Leverage SQL, dashboards, and analytics tools to uncover patterns and trends.
• Design experiments (A/B tests, pilots) to validate hypotheses.
• Build reporting frameworks to monitor delay KPIs and early-warning signals that flag delays before they escalate.

Improve Customer Journeys

• Map delay-related journeys to identify friction points and the moments where delays become most painful.
• Propose structural improvements in policies, product flows, ETA accuracy, proactive communication, or operational processes.
• Partner with VoC initiatives to close feedback loops.

Contribute as a CX Generalist

• Support other strategic CX initiatives such as churn reduction, retention programs, service quality improvements, and journey redesign.
• Contribute to building scalable frameworks, SOPs, and playbooks for future problem-solving.
• Adapt as priorities evolve — this role is designed to grow with the business.

🧙‍♂️ The Magic You Bring

• 4–6 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments.
• Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components.
• Hands-on experience working with data (SQL, Excel, BI tools).
• Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution.
• Strong stakeholder management and communication skills.
• Comfort working in ambiguity and ownership-driven environments.
• A customer-first mindset with the ability to balance customer impact and business realities.
• A bias for action and strong follow-through.