Senior Analyst, Customer Experience Analytics
About the role
We are seeking 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 the Menlo Park or Dublin, California offices.
Responsibilities
- Work closely with Support and Services Delivery leaders to provide the data and insights that drive operational decisions.
- Conduct deep-dive analyses on support case drivers, resolution patterns, customer satisfaction trends, and operational efficiency that CXE leadership can act on immediately.
- 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.
- Build strong fluency in the underlying data models, metrics definitions, and pipelines (SQL, dbt, Snowflake) that drive Support and Services Delivery reporting.
- 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.
- 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.
Impact
- 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.
Pay
The estimated base salary range for this role is $138,000 – $180,600. Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Benefits
- Medical, dental, vision, life, and disability insurance.
- 401(k) retirement plan; flexible spending & health savings account.
- At least 12 paid holidays; paid time off; parental leave.
- Employee assistance program and other company benefits.