Snap Inc is looking for a Senior App Experience Analyst to join their team at Snap in Santa Monica. The ideal candidate will have excellent verbal and written communication skills, proficient data and quantitative analysis skills, and the ability to create visuals, dashboards, and reports to effectively communicate insights.
Requirements
- Perform in-depth analysis on existing and newly emerging customer experience trends
- Identify automation opportunities both in the product and support experience to ascertain and mitigate risk
- Serve as the primary point of contact for multiple cross-functional stakeholders throughout the lifecycle of small to large, complex features, reporting on progress and outcomes
- Analyze customer satisfaction data to identify actionable insights that drive improvements across product, service, and communication touchpoints
- Enhance operational workflows via process improvements
- Use data to influence decisions and give voice to user-impacting issues
- Anticipate risks, provide escalation management, negotiate with decision makers, and balance business needs versus technical constraints
- Work closely with Quality Engineering, Product, and Engineering teams, providing them with timely metrics and analysis, investigating potential app issues, and following up with Snapchatters as needed
- Track and report on AppEx performance metrics, providing regular updates and recommendations for improvement
- Present strategic insights and recommendations to senior leadership to shape AppEx strategy and company-wide initiatives
- Mentor and guide junior AppEx analysts in data analysis, reporting, and customer experience strategy, including the creation of training materials and resources for cross-functional teams
- Participate in on-call rotations, including weekends and 24-hour availability, to provide timely support and resolve critical issues
- Research industry trends
Benefits
- Paid parental leave
- Comprehensive medical coverage
- Emotional and mental health support programs
- Compensation packages that let you share in Snap's long-term success!
