Senior App Experience Analyst

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.

Key Responsibilities:

• 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 

Knowledge, Skills, & Abilities

• 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.

Minimum Qualifications:

• 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

Preferred Qualifications:

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