Senior Analyst, Customer Experience Analytics

Overview

Senior Analyst for Customer Experience Analytics in Snowflake’s DA&A org, helping measure and improve post-sale customer experience using data and AI tools.

What you'll do

• Partner with CXE leadership to provide data and insights for operational decisions.
• Run deep-dive analyses on support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency.
• Coordinate with Support Engineering, Services Delivery, Operations, and Finance to ground CX analytics in a holistic post-sale view.
• Build fluency in data models, metrics definitions, and pipelines for Support and Services Delivery reporting.
• Use AI-driven interfaces (semantic models and Snowflake Cortex Analyst/Cortex Code) to support self-service analytics and reduce ad-hoc request turnaround time.
• Improve team best practices, documentation, and analytical standards to elevate deliverable quality.

What you'll need

• Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related field (or equivalent experience).
• 4-6 years of experience in data analytics or applied data science.
• Strong SQL skills (Snowflake preferred) and proficiency in Python.
• Experience with dbt for data modeling and transformation.
• Experience building user-facing analytics applications (BI tools, data apps, or similar).
• Proven ability to engage senior stakeholders and shape problem definitions.

Details

• Hybrid role: 3 days in office.
• Location: Menlo Park or Dublin offices in California.
• Reports to the Manager of Customer Experience Analytics.