Customer Experience Analyst

Job Description

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a (add title) who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

We're looking for an exceptional Customer Experience Analyst (RCA specialist) to drive significant improvements in our customer journey across four dynamic business verticals:

- Food Delivery
- On-demand Quick Commerce
- Standard Retail E-commerce
- Fashion E-commerce.

This is a critical, high-impact role that bridges our Customer Service, Operations, and Engineering teams. This role goes beyond reporting issues - it requires owning root cause analysis (RCA) for major customer complaints and escalations, sharing findings with top leadership, and turning them into practical solutions that ensure problems are fully resolved and the customer experience is improved.

Key Responsibilities

- Own and Execute High-Level RCA: Lead comprehensive investigations into critical or recurring customer issues using structured methodologies such as 5 Whys, Fishbone diagrams, and Pareto Analysis to identify the true systemic root causes, not just the symptoms.
- Cross-Functional Collaboration: Act as the primary liaison between Customer Service, Operations, and Product/Engineering teams to gather data, validate hypotheses, and drive the implementation of long-term operational and technical solutions.
- Data Analysis & Insights: Utilize data analysis tools (Excel/Google Sheets, SQL, Tableau/Looker) to quantify the scope and impact of customer pain points, prioritizing fixes based on customer experience impact and business ROI.
- Documentation & Communication: Produce clear, structured, and concise RCA briefs (1-2 pages) that effectively summarize complex technical or operational issues, their root causes, and the required corrective actions for executive and cross-functional audiences.
- Solution Implementation & Tracking: Partner with stakeholders (e.g., Engineering, Supply Chain, Product) to define, track, and ensure the successful delivery of permanent fixes, validating that the implemented changes eliminate the root cause and improve customer experience metrics.
- Continuous Improvement: Establish a feedback loop with the Customer Service team to stay current on emerging issues and apply a customer-centric mindset to all analyses, always tracing the direct impact back to the end-user.

What you'll need:

Education

- Bachelor's degree in Business, Operations Management, Engineering, or Data Analytics.
- A Master's degree is a plus, but not mandatory.

Professional Experience (47 years)

- Customer Operations / Service: Hands-on experience managing escalations, driving service recovery, or improving quality processes.
- Business & Data Analysis: Skilled in using tools such as Excel, SQL, Tableau, or Looker to analyze complaints and operational trends, and translate data into insights.
- Cross-Functional Collaboration: Proven track record of working closely with product, engineering, or supply chain teams to address root causes and implement long-term fixes that enhance customer experience.

Examples of Suitable Past Roles

- Customer Experience/Service Lead or Escalations Manager (e-commerce, food delivery, or on-demand business).
- Business Analyst in an operations-heavy environment (logistics, last-mile, food delivery, marketplace).
- Quality Analyst or RCA Specialist (BPO/CS setup).
- Operations Manager with significant analytical exposure.

Required Skills & Competencies

- RCA Expertise: Deep knowledge and proven ability to effectively run and teach various root cause analysis methods (5 Whys, Fishbone, Pareto Analysis).
- Analytical Tools: High proficiency in Excel/Google Sheets for data manipulation and analysis. Working knowledge of SQL is strongly preferred.
- Communication: Exceptional ability to write structured, persuasive RCA briefs and communicate complex technical/operational concepts clearly to diverse audiences (agents, engineers, business heads).
- Problem-Solving Mindset: Demonstrates a practical ability to balance the trade-offs between quick fixes and long-term, scalable solutions, understanding engineering and operational constraints.
- Customer-Centricity: An innate drive to trace all analysis and actions back to their quantifiable impact on the customer experience and key business metrics.
- Business Understanding: Exposure to the mechanics of at least one of our core verticals (food delivery, e-commerce, or quick commerce).

Ideal Candidate Snapshot

- You have a background from a major marketplace, food delivery, or e-commerce players.
- You began your career in a Customer Service, Quality Assurance, or Operations role and transitioned into analytics or product-facing project work.
- You are known for shipping fixes and driving issues to closure, not just generating reports.
- You possess a balanced personality: analytically rigorous yet highly effective and comfortable communicating with everyone from front-line agents to senior leadership and engineers.

Who will excel

- We're looking for people with high standards, who understand that hard work matters.
- You need to be relentlessly resourceful and operate with a deep bias for action.
- We need people with the courage to be fiercely original.
- noon is not for everyone; readiness to adapt, pivot, and learn is essential.