Senior App Experience Analyst, Snap Inc.

• Excellent verbal and written communication skills
• Proficient data and quantitative analysis skills
• Ability to prioritize tasks and work independently with minimal oversight
• Ability to create visuals, dashboards, and reports to effectively communicate your insights
• Great judgment and ability to problem-solve, both independently and with peers
• Flexibility to adapt to constantly changing business needs
• Strong analytical skills with the ability to interpret complex customer feedback and data to inform strategic decision-making
• Ability to independently manage and lead high visibility cross-functional meetings and projects
• Demonstrated ability to mentor and support the growth of junior team members
• Comfortable working in a fast-paced environment and participating in on-call rotations as needed
• Bachelor’s degree or equivalent work experience
• 3+ years of relevant work experience
• 2+ years of experience with SQL and building data pipelines to identify trends
• Experience managing multiple projects end to end

Desirable

• 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