About this role
Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement. Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.Languages: English (B2+ level), Russian (B2+ level).Hard Skills: Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and familiarity with CX/NPS platforms (e.g., Qualtrics or similar), basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) to visualize survey trends. Soft Skills: Strong analytical mindset, high emotional intelligence (empathy), proactive ownership, exceptional cross-functional collaboration, and communication skills, ability to translate raw customer feedback into clear, actionable requirements. Competitive salaries based on your professional experienceFast growing international company with stable employmentAnnual vacation of 26 working days and 1 additional day off on your birthdayA cafeteria benefits system that lets you choose from options such as life insurance, private medical care, a sports card, cinema tickets, and moreMental Wellbeing Program – the opportunity for free psychological counseling for you and your family members 24/7 hotline and online sessionsAUTODOC Corporate Discount (up to 500 Euros per annualy) to order parts for their own use at special discounted rateRetail discounts of up to 75% on travel, technology, fashion and much moreOpportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coachingFree English and German language classes