Senior App Experience Analyst

Snapchat-posted 27 days ago

$100,000 - $176,000/Yr

Full-time • Mid Level

Onsite • Los Angeles, CA

5,001-10,000 employees

Publishing Industries

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Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company's three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles. We are looking for a Senior App Experience Analyst to join our team at Snap in Santa Monica.

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

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

Expertise in customer experience metrics (NPS, CSAT, CES) and proficiency in advanced data analysis tools (e.g., Tableau, SQL, Power BI, R, Python).
Ability to write advanced SQL queries with experience in database administration, capable of extracting, analyzing, and managing data to support business objectives.
Excellent communication, presentation, and storytelling skills.
Strong project management skills with the ability to handle multiple initiatives simultaneously.
Demonstrates the ability to thrive in ambiguous situations and proactively take initiative to resolve challenges and unblock progress independently.
Experience analyzing data to make data-driven decisions
Experience with Looker, Tableau, Power Blocker BI, or other similar programs
Experience managing multiple projects end to end
Experience with JIRA or similar issue tracking software

paid parental leave
comprehensive medical coverage
emotional and mental health support programs
compensation packages that let you share in Snap's long-term success!

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