Senior Analyst (Customer Experience Analytics)

• 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
• 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
• 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

Benefits

• Comprehensive health insurance plans
• Health savings accounts
• Robust retirement plans
• Life and disability insurance
• Weekly online lunch and learns
• Virtual workout classes
• Ergonomic work-from-home equipment
• On-demand mental health and wellness programs
• Fertility benefits and family planning resources
• Generous time-off and various leave plans
• Onsite and Remote Work
• Employee discounts and pre-tax selections
• New hire equity + Employee Stock Purchase Plan (ESPP)
• Quarterly bonus or commission program- Strong track record of translating complex analyses into clear, actionable narratives for non-technical audiences
• Experience with dbt for data modeling and transformation
• Strong SQL skills (Snowflake preferred) and proficiency in Python
• Comfort working in a team that experiments with new tooling as part of the job
• Proven ability to engage senior stakeholders - shaping problem definitions, not just answering questions
• Bachelor’s or Master’s degree in Computer Science, Data Science, Statistics, or a related field (or equivalent experience)
• Genuine interest in applying AI tools to analytical workflows - LLMs for classification, semantic models for self-service, or emerging Snowflake Cortex Code capabilities
• 4-6 years of experience in data analytics or applied data science
• Experience building user-facing analytics applications (BI tools, data apps or similar)