Senior App Experience Analyst

Location: Los Angeles, Canada

Department: Operations

Employment Type: Full time

About Snap Inc

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

About the Role

Snap Inc. is a camera company that believes the lens presents the greatest opportunity to improve the way people live and communicate. We're powering human progress through Snapchat, a visual messaging app that enhances relationships; Lens Studio, our AR platform fueling creativity across Snapchat and beyond; and Spectacles, our AR glasses. Join our Operations team in Santa Monica as a Senior App Experience Analyst, where you'll leverage data to elevate Snapchatters' experiences with our innovative camera and AR features, ensuring seamless fun, expression, and connection in a fast-paced creative culture. In this role, you'll dive deep into customer experience trends, analyzing satisfaction data (NPS, CSAT, CES) to uncover actionable insights that refine product touchpoints, automate support workflows, and mitigate risks. As the go-to stakeholder for cross-functional teams—including Product, Engineering, and Quality—you'll track AppEx metrics, influence decisions with compelling dashboards, and present strategic recommendations to leadership, directly shaping Snap's AR innovations and user-centric strategies. You'll thrive by anticipating issues in our dynamic ecosystem, managing escalations, mentoring junior analysts, and participating in on-call rotations to keep Snapchat running smoothly 24/7. With strong SQL, data visualization (Tableau, Looker), and storytelling skills, you'll balance business needs with technical realities, fostering process improvements that amplify creativity. Snap's 'Default Together' policy means collaborating in-office 4+ days a week to build our vibrant culture faster. We're proud to be an equal opportunity employer, committed to diverse voices creating breakthrough products. Base salary ranges: Zone A (CA, WA, NYC) $118,000-$176,000; Zone B $112,000-$167,000; Zone C $100,000-$150,000, plus RSUs. Our benefits include comprehensive medical, paid parental leave, mental health support, and more—because at Snap, we’ve got your back.

What You'll Do

• Perform in-depth analysis on existing and emerging customer experience trends in Snapchat's camera and AR features
• Identify automation opportunities in product and support experiences to mitigate risks for Snapchatters
• Serve as primary point of contact for cross-functional stakeholders on complex features, reporting progress and outcomes
• Analyze customer satisfaction data to drive improvements across product, service, and communication touchpoints
• Enhance operational workflows through data-driven process improvements
• Use data to influence decisions, amplify user-impacting issues, and shape AR innovation strategies
• Anticipate risks, manage escalations, and balance business needs with technical constraints
• Collaborate with Quality Engineering, Product, and Engineering teams on app issues and metrics
• Track and report AppEx performance metrics with recommendations for Snapchat's creative ecosystem
• Present strategic insights to senior leadership to influence company-wide initiatives
• Mentor junior analysts in data analysis, reporting, and customer experience strategy
• Participate in on-call rotations to resolve critical issues in real-time

Minimum Qualifications

• Bachelor’s degree or equivalent work experience
• 3+ years of relevant work experience in app experience analysis or operations
• 2+ years of experience with SQL and building data pipelines to identify trends
• Experience analyzing customer satisfaction data and operational metrics
• Demonstrated ability to manage cross-functional projects and stakeholders
• Comfortable with on-call rotations including weekends and 24/7 availability
• Experience tracking and reporting on performance metrics

Preferred Qualifications

• Expertise in customer experience metrics (NPS, CSAT, CES)
• Proficiency in advanced data analysis tools (Tableau, Power BI, Looker, R, Python)
• Experience with JIRA or similar issue tracking software
• Strong project management skills handling multiple initiatives
• Experience in database administration and advanced SQL queries
• Background in analyzing AR or camera-based app experiences

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills
• Proficient data and quantitative analysis skills
• SQL proficiency for building data pipelines
• Ability to prioritize tasks and work independently
• Creating visuals, dashboards, and reports (Tableau, Power BI, Looker)
• Strong judgment and problem-solving abilities
• Flexibility to adapt to fast-paced, changing business needs
• Analytical skills for interpreting complex customer feedback
• Leading high-visibility cross-functional meetings and projects
• Mentoring and guiding junior team members
• Project management across multiple initiatives
• Thriving in ambiguous situations with proactive initiative
• Experience with JIRA or issue tracking tools
• Storytelling through data presentations
• Understanding of AR and camera technology trends
• Risk anticipation and escalation management
• On-call readiness for 24/7 support

Our Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages with equity in the form of RSUs
• Opportunities to share in Snap’s long-term success
• Support for disabilities or special needs with accommodations
• Dynamic collaboration in a 'Default Together' office environment (4+ days/week)
• Inclusive culture fostering diverse backgrounds and innovative AR products

Compensation

$118,000-$176,000 annually

This position is eligible for equity in the form of RSUs.

"Default Together" Policy: At Snap Inc, we practice a "default together" approach and expect team members to work in an office 4+ days per week.

Snap is proud to be an equal opportunity employer.