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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

ECCO Gulf Majorel Qatar

<div>Job Purpose

The Senior Business Analyst is responsible for leading business analysis activities related to call centre operations within the Enterprises. The role focuses on improving service delivery, operational efficiency, citizen experience, and compliance through data-driven insights, process optimization, and technology enablement. The position acts as a bridge between business stakeholders, IT teams, and service providers to ensure that call centre solutions align with the Organization's strategic objectives.

Key Responsibilities:
<ul>
<li>Analyse call volumes, service levels, KPIs, SLAs, and customer satisfaction metrics.
</li>
<li>Identify gaps and opportunities for improvement in IVR, CRM, case management, omnichannel services, and workforce management.
</li>
<li>Recommend process improvements to enhance efficiency, response time, and service quality.
</li>
<li>Support implementation and optimization of call centre technologies and platforms.
</li>
</ul><h3 class="jobSectionHeader">Stakeholder Management</h3>
<ul>
<li>Act as a key liaison between business units, IT, vendors, and external service providers.
</li>
<li>Facilitate workshops, interviews, and requirement-gathering sessions with stakeholders.
</li>
<li>Present analysis findings, business cases, and recommendations to senior management.
</li>
</ul><h3 class="jobSectionHeader">Data Analysis &amp; Reporting</h3>
<ul>
<li>Develop business reports, dashboards, and performance metrics for call centre operations.
</li>
<li>Perform root-cause analysis for operational issues and service failures.
</li>
<li>Ensure data accuracy, integrity, and alignment with ministry reporting standards.
</li>
</ul><h3 class="jobSectionHeader">Governance &amp; Compliance</h3>
<ul>
<li>Ensure business processes comply with government regulations, policies, and data protection standards.
</li>
<li>Support audits, risk assessments, and governance reviews related to call centre operations.
</li>
<li>Contribute to documentation, SOPs, and knowledge management practices.
</li>
</ul><h3 class="jobSectionHeader">Leadership &amp; Mentorship</h3>
<ul>
<li>Provide guidance and mentorship to junior business analysts.
</li>
<li>Lead analysis workstreams in large-scale or cross-functional projects.
</li>
<li>Promote best practices in business analysis and continuous improvement.
</li>
</ul>Education

Bachelor&rsquo;s degree in business administration, Information Systems, Management, Engineering, or a related field.
Experience
<ul><li>Minimum 10 years of professional experience as a Business Analyst or similar role.
</li>
<li>Extensive experience in Call Centre / Customer Service Operations, preferably within government, public sector, or large enterprise environments.
</li>
<li>Proven experience working on CRM systems, call centre platforms, IVR, case management, and digital service channels.
</li>
<li>Experience in managing complex stakeholders and large-scale transformation projects.</li></ul></div>

Senior Business Analyst – Call Centre Operations

Doha Bank

<div>The Credit Analyst will provide operational and analytical support to the Services Sector Department in preparing Credit proposals/applications, ensuring effective monitoring of all aspects of business in terms of credit quality, as per the internal policies and procedures, QCB guidelines and other relevant regulatory framework. The job holder will identify, measure, monitor, control and perform periodic reviews of the risk inherent in the allotted portfolios. The incumbent will analyze customer strengths and weaknesses, provide recommendations, and note any deviations from the policies, and terms, as appropriate, and will prepare and review annual or quarterly reports as appropriate for the portfolios.</div>

Credit Analyst – Services Sector

<div>Job Description

ECCO Gulf Majorel Qatar is seeking a dedicated and detail-oriented Assistant Stock Control Analyst to join our Finance team in Qatar. This permanent, full-time position is to perform and support the day to day activities of warehouse and distribution operations for specialized commodity groups in order to provide timely and reliable delivery of stock items to customers.
<ul>
<li>Assist in monitoring and analyzing stock levels to ensure optimal inventory management.</li>
<li>Perform data entry to ensure the preparation of performance reports</li>
<li>Report to the Stock Control Analyst, performing all warehouse operations as requested and according to assigned schedules, ensuring timeliness and accuracy in receiving, stocking, and issuing goods</li>
<li>Develop working knowledge of warehouse operations and knowledge of goods within specialized commodity group</li>
<li>Receive goods that have been cleared by customs in the receiving area for inspection, ensuring that the goods received have an existing approved and issued PO in the system</li>
<li>Perform inspections of goods and enter receipts in the system, noting any discrepancies and rejecting damaged items and/or redirecting goods if needed</li>
<li>Coordinate delivery of items to end-users or place received items in their final storage location</li>
<li>Process internal requests for consumption or transfer of goods, as well as requests by external clients, obtaining necessary approvals, preparing, and physically transferring the goods</li>
<li>Assist in the picking, packing, and shipping process, performing the actual picking of goods, transferring to staging area, and preparing for packing and shipping</li>
<li>Assist in reverse logistics activities, only processing product recalls, returns, and exchanges once they have been authorized and approved by the necessary parties</li>
<li>Perform physical and cycle counts of individual items as requested throughout the course of the year to ensure the accuracy of inventory quantities and value</li>
<li>Assist end-users and follow-up with customer services, as requested, on any supply matters</li>
<li>Adhere to a safe and conducive working environment and follow health and safety procedures.</li>
<li>Maintain accurate records of stock transactions and adjustments.</li>
<li>Demonstrates moderate ability to interpret data and information to support decision making process.</li>
<li>Demonstrates commitment to customer service and ability to identify and clarify customer needs</li>
<li>Demonstrates proactive approach to executing processes by looking for ways to improve; probes all possible sources for answers.</li>
<li>Perform other duties as assigned.</li>
</ul>Required Profile

We are looking for candidates with a keen eye for detail and a strong analytical mindset. The ideal candidate will possess the following qualifications and skills:
<ul>
<li>Bachelor's Degree, Diploma in Business Administration or related filed.</li>
<li>Minimum 3 Years of Professional experience in stock control, inventory management, or a related field.</li>
<li>Strong analytical and problem-solving skills.</li>
<li>Excellent organizational and time management abilities.</li>
<li>Proficiency in Microsoft Office Suite, particularly Excel.</li>
<li>Strong communication skills, both written and verbal.</li>
<li>Comply with the unit policies and procedures.</li>
<li>Comply with work schedules.</li>
<li>Comply with assigned responsibilities.</li>
<li>Recommend procedure change to improve efficiency.</li>
<li>Attend and evaluate trainings.</li>
<li>Ability to work collaboratively in a team-oriented environment.</li>
<li>High level of accuracy and attention to detail.</li>
<li>Advanced proficiency in Arabic (reading, writing, and speaking).</li></ul></div>

Assistant Stock Control 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

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

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