Senior Analyst, Customer Experience Analytics

Job description

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. This is a hybrid (3 days in office) role in Menlo Park or Dublin offices in California Our Data Analytics and AI org (DAA) is expanding our Customer Experience Analytics team and seeking a Senior Analyst to help shape how Snowflake measures and improves the post-sale customer experience. In this role, you'll combine rigorous quantitative analysis with a strong AI toolkit to unlock insights from rich support and services delivery data - driving decisions that span product strategy, operational efficiency, and customer outcomes. Reporting to the Manager of Customer Experience Analytics, you'll partner closely with Support and Services Delivery leadership, own analytical programs end-to-end, and build scalable tools that embed your work directly into stakeholder workflows IN THIS ROLE YOU WILL - Be a Trusted Analytics Partner to CXE Leadership: Work closely with Support and Services Delivery leaders to provide the data and insights that drive operational decisions - Deliver Insights That Drive Action: Conduct deep-dive analyses on support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency that CXE leadership can act on immediately. - Connect the Dots Across Teams: Partner with Support Engineering, Services Delivery, Operations, and Finance to ensure CX analytics are grounded in a holistic view of the post-sale customer experience - Know the Data Inside and Out: Build strong fluency in the underlying data models, metrics definitions, and pipelines (SQL, dbt, Snowflake) that drive Support and Services Delivery reporting. - Enable Self-Service Through AI: Leverage AI-driven interfaces (semantic models, Cortex Analyst, Snowflake Cortex Code) to help CXE managers and operational teams answer their own data questions - reducing turnaround time on ad-hoc requests. - Raise the Bar Across the Team: Contribute to team best practices, documentation, and analytical standards. Elevate the quality and consistency of deliverables across the analytics org. REQUIRED QUALIFICATIONS Technical Expertise - 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) Business and Communication Skills - Proven ability to engage senior stakeholders - shaping problem definitions, not just answering questions - Strong track record of translating complex analyses into clear, actionable narratives for non-technical audiences AI Curiosity - Genuine interest in applying AI tools to analytical workflows - LLMs for classification, semantic models for self-service, or emerging Snowflake Cortex Code capabilities - Comfort working in a team that experiments with new tooling as part of the job THE IMPACT YOU'LL HAVE - Shape product and operational strategy through analytics embedded at the senior leadership level - Reduce analytical bottlenecks across Support and Services Delivery - Apply Snowflake's own AI capabilities - including Cortex Code - to transform unstructured support data into durable operational metrics - Define analytical standards that raise the quality of work across the broader Customer Experience Analytics team Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com http://careers.snowflake.com