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customer experience analyst

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 We&rsquo;re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 Root Cause &amp; Issue Analytics
 
 
 <ul>
 <li>
 Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
 </li>
 <li>
 Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
 </li>
 <li>
 Develop frameworks to categorize and quantify the impact of systemic CX issues.
 
 
 </li>
 </ul>
 Retention &amp; Churn Analysis
 
 
 <ul>
 <li>
 Analyze customer lifecycle data to understand key drop-off points and churn predictors.
 </li>
 <li>
 Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
 </li>
 <li>
 Identify cohorts at risk and provide insights for lifecycle interventions.
 
 
 </li>
 </ul>
 Behavioral Segmentation &amp; Journey Mapping
 
 
 <ul>
 <li>
 Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
 </li>
 <li>
 Design and run analyses to evaluate the impact of experiments and personalization efforts.
 </li>
 <li>
 Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
 
 
 </li>
 </ul>
 Insight Delivery &amp; Stakeholder Influence
 
 
 <ul>
 <li>
 Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
 </li>
 <li>
 Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
 </li>
 <li>
 Support the continuous improvement of CX KPIs and feedback loops.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 3&ndash;5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
 </li>
 <li>
 Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
 </li>
 <li>
 Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
 </li>
 <li>
 Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
 </li>
 <li>
 Ability to manipulate and analyze large datasets to find actionable insights.
 </li>
 <li>
 Strong problem-solving skills and a hypothesis-driven approach to analysis.
 </li>
 <li>
 Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
 </li>
 <li>
 A growth mindset and curiosity about customer behavior.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
 </li>
 <li>
 Background in experimentation (A/B testing, test vs. control).
 </li>
 <li>
 Familiarity with customer segmentation, recommender systems, or churn modeling.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed:
 
 &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 🏅
 
 Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results:
 
 &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Remote &amp; Global Vibes &ndash;
 
 Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters &ndash;
 
 Learning budgets, access to courses, and tools for your growth.
 
 
 
 🚒 Builder&rsquo;s Playground &ndash;
 
 Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 
 📦 Shared Success &ndash;
 
 We offer equity because we build this together.
 
 
 
 🌺 Flexible Time Off &ndash;
 
 We take recharging seriously. Generous leave and wellness policies.
 
 
 
 🛠️ Agile Everything &ndash;
 
 Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build an app. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let&rsquo;s make some tech magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Analyst

DOHA BANK

<div>
 
 
 Role Objective
 
 
 
 
 
 
 The
 
 Reporting Analyst
 
 will assist the
 
 Senior Regulatory Reporting Analyst
 
 to ensure compliance of the departments with all of QCB reporting requirements, both at the local and international levels. The incumbent will ensure preparation of periodic QCB regulatory reports, returns and requests to the regulatory authorities, in line with the guidelines, and support coordination efforts with QCB officials/ other regulators /internal stakeholders on matters pertaining to regulatory reporting.
 
 
 
 
 
 
 Detailed Roles and Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Verify and check daily Trial Balance report (867), and do the necessary action to rectify any difference, and coordinate / follow up w with IT if there is any fraction differences.
 </li>
 <li>
 Prepare daily CRS (Centralized Reporting System Report) and all its related tables, making sure all tables are tallying with the Balance Sheet, making sure to take the necessary action to rectify any difference if any.
 </li>
 <li>
 Prepare Financial ratios are accurate and tallying with daily CRS and submitted on time.
 </li>
 <li>
 Prepare LDR (loan To Deposit Ratio) for H.O and foreign Branches are accurate and submitted on time.
 </li>
 <li>
 Prepare daily credit ratio violation making sure data is accurate and penalties updated based on QCB guidelines.
 </li>
 <li>
 Prepare weekly Maturity Ladder report, making sure all source data files updated correctly and to coordinate with I.T and Treasury Back Office departments to get all related data, making sure all data submitted is tallying with CRS.
 </li>
 <li>
 Prepare weekly LCR report (Liquidity Coverage Ratio), making sure all source data files updated correctly and to coordinate with Financial Risk Department to get all related data, making sure all data submitted is tallying with CRS.
 </li>
 <li>
 Prepare monthly Investments &amp; Loans outside Qatar; by coordinating with Treasury Back Office department, making sure all data is tallying with NBS (New Monthly Balance Sheet) before submitting to QCB.
 </li>
 <li>
 Prepare monthly Credit Facilities Public sector report and make sure its tallying with NBS before submitting to Credit department.
 </li>
 <li>
 Prepare the unutilized facility report on daily and weekly basis, for H.O making sure it&rsquo;s tallying with CRS.
 </li>
 <li>
 Prepare foreign Currency balance sheet for local branches and foreign branches making sure it&rsquo;s tallying with consolidated NBS before submitting to QCB on a monthly basis, if assigned.
 </li>
 <li>
 Liaise with the respective departments to source and submit daily customer&rsquo;s deposits in line with the QCB guidelines within the timeframe prescribed, if assigned.
 </li>
 <li>
 Prepare daily Cash in safe, ATM, and making sure it is tallying with report 867 consolidated daily balance sheet before submitting to QCB.
 </li>
 <li>
 Prepare daily NPL (Non-Performing loans category) customer wise and coordinate with concern department/branches if there is any mistakes for Head office and foreign branches.
 </li>
 <li>
 Prepare daily Customer Deposits and Customer Facilities reports and make sure its tallying with consolidated daily Balance sheet report (867).
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Experience
 
 :
 
 
 
 
 <ul>
 <li>
 University graduate with a degree in Business or Banking or Finance or any other related discipline.
 </li>
 <li>
 Master&rsquo;s degree in Management any other related discipline will be an added advantage.
 </li>
 <li>
 05-08 years of total experience in financial services/banking industry, entailing responsibilities pertaining to the specific area of discipline.
 </li>
 <li>
 Experience in regulatory reporting in banking industry.
 </li>
 </ul>
 
 
 
 
 
 Certifications
 
 
 
 
 
 <ul>
 <li>
 CPA / CMA / ACCA or equivalent qualifications would be useful
 </li>
 </ul>
</div>

Reporting Analyst

RiDiK (a Subsidiary of CLPS. Nasdaq: CLPS)

<div>
 
 We&rsquo;re looking for a
 
 Business Analyst/ Project Manager
 
 to support our team in
 
 Qatar
 
 
 .
 
 This role offers the opportunity to work on meaningful projects, collaborate with talented colleagues, and contribute to the success of a growing company. If you&rsquo;re someone who takes initiative, values continuous learning, and thrives in a collaborative setting, we&rsquo;d love to hear from you.
 
 
 
 
 
 
 Job Description
 
 
 
 
 8+ years of experience as a Business Analyst and/or Project Manager in the Cards domain.
 
 
 
 &bull; Strong understanding of card lifecycle processes &mdash; issuance, authorization, clearing &amp; settlement, chargebacks, and reconciliations.
 
 
 &bull; Hands-on experience with card management systems (CMS), switches, and payment gateways.
 
 
 &bull; Proven ability to translate business needs into detailed technical requirements.
 
 
 &bull; Excellent requirements gathering, documentation, and stakeholder management skills.
 
 
 &bull; Experience in end-to-end delivery of cards transformation or modernization programs.
 
 
 &bull; Familiarity with Agile / hybrid project methodologies.
 
 
 &bull; Strong analytical mindset and problem-solving skills.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 &bull; Act as the primary liaison between business users, operations, and technology teams for all initiatives within the Cards portfolio.
 
 
 &bull; Lead requirement gathering sessions to capture business, functional, and non-functional requirements for new and enhanced card products or processes.
 
 
 &bull; Conduct gap analysis between current systems/processes and target state solutions, recommending improvements and efficiencies.
 
 
 &bull; Manage end-to-end project delivery, including planning, tracking, risk management, and stakeholder communication to ensure projects are delivered on time and within scope.
 
 
 &bull; Ensure solutions are aligned with industry standards and regulatory requirements
 
 
 &bull; Define and contribute to the Cards roadmap, ensuring alignment with the organization&rsquo;s digital transformation goals.
 
 
 &bull; Champion industry best practices in cards operations, risk control, and customer experience.
 
 
 &bull; Facilitate workshops and presentations for stakeholders to ensure clarity and alignment across business and IT teams.
 
 
 
 
 
 
 About CLPS RiDiK :
 
 
 
 RiDiK is a global technology solutions provider and a subsidiary of CLPS Incorporation (NASDAQ: CLPS), delivering cutting-edge end-to-end services across banking, wealth management, and e-commerce. With deep expertise in AI, cloud, big data, and blockchain, we support clients across Asia, North America, and the Middle East in driving digital transformation and achieving sustainable growth. Operating from regional hubs in 10 countries and backed by a global delivery network, we combine local insight with technical excellence to deliver real, measurable impact. Join RiDiK and be part of an innovative, fast-growing team shaping the future of technology across industries.
 
</div>

Business Analyst and/ Project Manager

Mindstream

Role: Business AnalystDuration: 1 year (extendable)Experience: 6&ndash;8 yearsRequirement:Experience in Retail Banking is a mustJob Type: Full-timeApplication Question(s):<ul><li>How many years of experience do you have as a Business Analyst?</li><li>Do you have experience in Retail Banking? </li><li>Have you worked on Core Banking Systems? </li><li>What is your current and expected salary? Notice period?</li></ul>

Business Analyst (Banking)

Spendwisor

About the RoleWe are looking for a Performance &amp; Risk Analyst to transform data into meaningful insights that support strategic decision-making across product, operations, and senior management. This role focuses on evaluating performance metrics, identifying trends and risks, and providing actionable recommendations that strengthen portfolio health, customer performance, and operational efficiency.Key Responsibilities<ul><li>Monitor key performance indicators and identify trends, anomalies, and risk signals.</li><li>Analyze approval patterns, customer behavior, repayment performance, and overall portfolio health.</li><li>Assess merchant performance and highlight opportunities for optimization.</li><li>Interpret dashboards and analytics reports to support decision-making for multiple teams.</li><li>Conduct ad-hoc analyses for specific business questions, strategic initiatives, or leadership requests.</li><li>Collaborate with product and technical teams to refine, improve, and validate analytical dashboards.</li><li>Prepare clear, concise, management-ready reports and insights.</li><li>Track weekly and monthly performance shifts and escalate critical changes proactively.</li></ul>Required Qualifications<ul><li>Bachelor&rsquo;s degree in Business, Finance, Statistics, Economics, Data Analytics, or related field.</li><li>Experience in performance analysis, business analytics, financial analysis, or reporting.</li><li>Strong Microsoft Excel skills and ability to interpret dashboards (e.g., Tableau, Mixpanel, Power BI).</li><li>Strong analytical mindset with excellent attention to detail.</li><li>Effective communication skills, especially for explaining insights to non-technical stakeholders.</li></ul>Preferred Skills<ul><li>Experience in fintech, payments, lending, or a data-driven tech environment.</li><li>Familiarity with BI tools such as Tableau, Power BI, or similar.</li><li>Basic SQL or database querying knowledge.</li><li>Strong problem-solving and critical-thinking abilities.</li></ul>Who Should ApplyThis role is ideal for candidates who enjoy working with data, identifying patterns, and turning insights into recommendations that directly influence business performance, product improvements, and risk management strategy.Job Types: Full-time, PermanentPay: QAR5,500.00 - QAR6,000.00 per month

Performance & Risk Analyst

Virtusa

<div>Cards BA: 
 
We are looking for an experienced Business Analyst and Project Manager with deep expertise in the Cards domain including credit, debit, and prepaid cards. The ideal candidate will combine strong analytical and delivery management skills to bridge business needs and technical execution. This role demands someone who can identify gaps in business requirements, propose value-added solutions, align with industry best practices, and contribute meaningfully to the product roadmap and successful project delivery. 
Act as the primary liaison between business users, operations, and technology teams for all initiatives within the Cards portfolio. Lead requirement gathering sessions to capture business, functional, and non-functional requirements for new and enhanced card products or processes. Conduct gap analysis between current systems and processes and target state solutions, recommending improvements and efficiencies. Manage end-to-end project delivery including planning, tracking, risk management, and stakeholder communication to ensure projects are delivered on time and within scope. Ensure solutions are aligned with industry standards and regulatory requirements. Define and contribute to the Cards roadmap ensuring alignment with the organizations digital transformation goals. Champion industry best practices in cards operations, risk control, and customer experience. Facilitate workshops and presentations for stakeholders to ensure clarity and alignment across business and IT teams. 
8+ years of experience as a Business Analyst and Project Manager in the Cards domain. Strong understanding of card lifecycle processes such as issuance, authorization, clearing and settlement, chargebacks, and reconciliations. Hands-on experience with card management systems CMS, switches, and payment gateways. Proven ability to translate business needs into detailed technical requirements. Excellent requirements gathering, documentation, and stakeholder management skills. Experience in end-to-end delivery of cards transformation or modernization programs. Familiarity with Agile or hybrid project methodologies. Strong analytical mindset and problem-solving skills. Professional certifications are advantageous. 
 
About Virtusa

<div>About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth &mdash; one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.</div></div>

Cards BA

<div>
 
 Role Overview
 
 
 
 We are seeking
 
 Shared Services Analysts and Specialists
 
 to support the organization&rsquo;s centralized functions, including HR, Finance, IT, and Administration. This role focuses on
 
 streamlining processes, enhancing operational efficiency, and supporting multiple departments
 
 through effective shared services delivery.
 
 
 
 Requirements
 
 
 
 
 Key Responsibilities:
 
 
 
 
 For All Levels
 
 
 
 <ul>
 <li>
 Provide day-to-day support in HR, Finance, Corporate IT, and Administration.
 </li>
 <li>
 Standardize and streamline processes across departments to improve efficiency.
 </li>
 <li>
 Monitor and report on service delivery metrics.
 </li>
 <li>
 Identify opportunities to reduce operational costs and increase productivity.
 </li>
 <li>
 Ensure compliance with organizational policies and procedures.
 
 
 </li>
 </ul>
 
 Additional For Senior Analyst / Specialist
 
 
 
 <ul>
 <li>
 Lead process improvement initiatives and workflow optimization projects.
 </li>
 <li>
 Provide guidance to junior staff and support cross-functional collaboration.
 </li>
 <li>
 Analyze operational data to identify inefficiencies and recommend solutions.
 </li>
 <li>
 Assist in implementing shared services best practices and automation tools.
 
 
 </li>
 </ul>
 
 Qualifications &amp; Experience
 
 
 
 <ul>
 <li>
 Education: Bachelor&rsquo;s degree in Business Administration, Finance, HR, IT, or related field.
 </li>
 <li>
 Analyst / Specialist: 5&ndash;7 years of experience in shared services, operations, or support functions.
 </li>
 <li>
 Senior Analyst / Specialist: 8&ndash;10 years of progressive experience, including process improvement and cross-functional support.
 
 
 </li>
 </ul>
 
 Skills &amp; Competencies
 
 
 
 <ul>
 <li>
 Strong organizational, analytical, and problem-solving skills.
 </li>
 <li>
 Knowledge of shared services operations and process optimization techniques.
 </li>
 <li>
 Proficiency in relevant software and business systems (HRIS, ERP, Finance systems).
 </li>
 <li>
 Excellent communication and stakeholder management skills.
 </li>
 <li>
 For Senior Level: Ability to lead initiatives, mentor junior staff, and influence operational decisions.
 
 
 </li>
 </ul>
 
 Preferred Certifications
 
 
 
 <ul>
 <li>
 Lean Six Sigma, PMP, or relevant process improvement or functional certifications.
 </li>
 </ul>
</div>

Shared Services Analyst / Specialist (Mid & Senior Levels)

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