40 Journey Mapping jobs in Qatar

Overview

We are delighted to be representing our client, a leading Gulf Airline, with their search for a Manager of Integration and Process Improvement.

The Manager of Integration and Process Improvement is responsible for the development and efficient functioning of integrated management systems.

This excellent opportunity requires the ideal candidate to either live or relocate to Qatar. This role is a full time permanent opportunity with working hours of Sunday to Thursday.

• Develop and ensure the efficient functioning of integrated management systems.

• Live or relocate to Qatar
• Must be of a strategic mindset
• Experience within integrated systems
• IS experience
• Must be able to look at each component separately but see the whole picture
• Need to be innovative and have done continuous improvement

• Excellent salary
• Company accommodation or an allowance
• Transportation allowance – 1, QAR
• Full medical
• 1 annual flight per year
• Unlimited ID50 and ID 90 flights
• Education allowance for up to 3 children
• 30 days annual leave per year
• Buddy pass flights
• Discounts on hotels, restaurants, leisure, travel, lifestyle, retail

• 2 x interviews via Microsoft Teams

Reference Number: JOB-

The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.

• Map and analyze end-to-end customer journeys across online and offline touchpoints.

• Design strategies to enhance customer experience across all service channels.

• Develop KPIs to measure customer experience and service effectiveness.

• Use feedback, usability testing, and data analytics to improve service delivery.

• Manage and enhance digital channels (website, chatbot, mobile applications).

• Define and enforce UI/UX and accessibility standards.

• Lead implementation of digital self-service tools.

• Collaborate with internal departments and external stakeholders to improve services.

• Bachelor's degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.

• Master's degree (MBA, Public Administration, or Digital Transformation) preferred.

• Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.

• 7-10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .

• Strong knowledge of journey mapping, service design, and digital service delivery standards .

• Experience with digital platforms (websites, mobile apps, chatbots).

• Familiarity with data analysis, usability testing, and reporting tools .

• Strong communication, stakeholder engagement, and problem-solving skills.

• Fluency in English (Arabic is an advantage).

• Customer Journey Mapping

• Service Design & CX Methodologies

• UX/UI Standards & Accessibility

• Digital Transformation & Innovation

• Stakeholder Collaboration

• Data-Driven Decision Making

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

Join to apply for the Customer Experience Analyst role at Snoonu

We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base. You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.

Root Cause & Issue Analytics

• Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
• Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
• Develop frameworks to categorize and quantify the impact of systemic CX issues.

Retention & Churn Analysis

• Analyze customer lifecycle data to understand key drop-off points and churn predictors.
• Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
• Identify cohorts at risk and provide insights for lifecycle interventions.

Behavioral Segmentation & Journey Mapping

• Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
• Design and run analyses to evaluate the impact of experiments and personalization efforts.
• Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.

Insight Delivery & Stakeholder Influence

• Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
• Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
• Support the continuous improvement of CX KPIs and feedback loops.

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem-solving skills and a hypothesis-driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
• A growth mindset and curiosity about customer behavior.

• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Be Customer Obsessed: “Focus on the customer and all else will follow.”

Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”

Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”

Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”

Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”

It's All About People: “Be a team player; together we are stronger.”

• Remote & Global Vibes – Collaborate with a worldwide crew.
• Brain Boosters – Learning budgets, access to courses, and tools for your growth.
• Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
• Shared Success – We offer equity because we build this together.
• Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
• Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
• Beyond the Code: Giving Back Matters We don’t just build an app. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
• Diversity Isn’t Just a Buzzword At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.

Let’s Build the Future Together. Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed.

Stay in the loop—connect with us on LinkedIn!

• Director

• Full-time

• Customer Service
• Industries: Technology, Information and Internet

The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.

• Map and analyze end-to-end customer journeys across online and offline touchpoints.

• Design strategies to enhance customer experience across all service channels.

• Develop KPIs to measure customer experience and service effectiveness.

• Use feedback, usability testing, and data analytics to improve service delivery.

• Manage and enhance digital channels (website, chatbot, mobile applications).

• Define and enforce UI/UX and accessibility standards.

• Lead implementation of digital self-service tools.

• Collaborate with internal departments and external stakeholders to improve services.

• Bachelor’s degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.

• Master’s degree (MBA, Public Administration, or Digital Transformation) preferred.

• Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.

• 7–10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .

• Strong knowledge of journey mapping, service design, and digital service delivery standards .

• Experience with digital platforms (websites, mobile apps, chatbots).

• Familiarity with data analysis, usability testing, and reporting tools .

• Strong communication, stakeholder engagement, and problem-solving skills.

• Fluency in English (Arabic is an advantage).

• Customer Journey Mapping

• Service Design & CX Methodologies

• UX/UI Standards & Accessibility

• Digital Transformation & Innovation

• Stakeholder Collaboration

• Data-Driven Decision Making

Overview

Customer Experience Analyst at Burjline Builders

We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base. You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.

• Root Cause & Issue Analytics: Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys. Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data. Develop frameworks to categorize and quantify the impact of systemic CX issues.

• Retention & Churn Analysis: Analyze customer lifecycle data to understand key drop-off points and churn predictors. Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior. Identify cohorts at risk and provide insights for lifecycle interventions.

• Behavioral Segmentation & Journey Mapping: Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement. Design and run analyses to evaluate the impact of experiments and personalization efforts. Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.

• Insight Delivery & Stakeholder Influence: Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams. Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements. Support the continuous improvement of CX KPIs and feedback loops.

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem-solving skills and a hypothesis-driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
• A growth mindset and curiosity about customer behavior.

• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Construction

Responsibilities

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)