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Snowflake is seeking a Senior Analyst for Customer Experience Analytics to help measure and improve post-sale customer experience. Reporting to the Manager of Customer Experience Analytics, you'll partner with Support and Services Delivery leadership to own analytical programs end-to-end and build scalable tools that embed insights directly into stakeholder workflows.
Key responsibilities include:
- Serve as a trusted analytics partner to CXE leadership, providing data-driven insights that inform operational decisions
- Conduct deep-dive analyses on support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency
- Partner across Support Engineering, Services Delivery, Operations, and Finance to ensure analytics reflect a holistic view of post-sale customer experience
- Build strong fluency in underlying data models, metrics definitions, and pipelines using SQL, dbt, and Snowflake
- Leverage AI-driven interfaces (semantic models, Cortex Analyst, Snowflake Cortex Code) to enable self-service analytics for CXE managers and operational teams
- Contribute to team best practices, documentation, and analytical standards to elevate quality across the analytics organization
Required qualifications:
- Bachelor's or Master's degree in Computer Science, Data Science, Statistics, or related field (or equivalent experience)
- 4-6 years of data analytics or applied data science experience
- Strong SQL skills (Snowflake preferred) and Python proficiency
- Experience with dbt for data modeling and transformation
- Experience building user-facing analytics applications (BI tools, data apps)
- Proven ability to engage senior stakeholders and shape problem definitions
- Strong track record translating complex analyses into clear, actionable narratives for non-technical audiences
- Genuine interest in applying AI tools to analytical workflows
- Comfort experimenting with new tooling
This hybrid role (3 days in office) offers the opportunity to shape product and operational strategy through analytics embedded at senior leadership level, reduce analytical bottlenecks, and apply Snowflake's AI capabilities to transform unstructured support data into operational metrics.
