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Snap Inc. · 1 month ago

Senior App Experience Analyst

Los Angeles, California

Full-time

Onsite

Mid, Senior Level

$118K/yr - $176K/yr

3+ years exp

Snap Inc. is a technology company that focuses on enhancing communication through innovative products like Snapchat and AR technology. They are seeking a Senior App Experience Analyst to analyze customer experience trends, drive improvements, and mentor junior analysts while collaborating with cross-functional teams.

Computer Software

Comp. & Benefits

H1B Sponsor Likely

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

Qualification

SQLData analysisCustomer experience metricsTableauPower BIProject managementCommunication skillsProblem-solvingMentoringFlexibility

Required

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

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

Preferred

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

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

Equity in the form of RSUs

Company

Snap Inc.

Glassdoor3.6

Snap is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate.

Founded in 2011

Santa Monica, California, US

5001-10000 employees

https://careers.snap.com/

H1B Sponsorship

Snap Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (394)

2024 (366)

2023 (332)

2022 (356)

2021 (318)

2020 (237)