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:

• 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

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $118,000-$176,000 annually.

 

Zone B:

The base salary range for this position is $112,000-$167,000 annually.

Zone C:

The base salary range for this position is $100,000-$150,000 annually.

This position is eligible for equity in the form of RSUs.