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. Full time contract (40 hours a week)Monday – Friday, 8:00am - 17:00pm, 2 days a week days offAnnual vacation of 25 working days and 1 additional day off on your birthdayDay off on Municipality day and CarnavalMeal Allowance (8 euros per working day)Fidelidade Healthcare Plan (Comprehensive health coverage with the option to include your partner and children at discounted rates).Mental Wellbeing Program through the OpenUp platformAUTODOC corporate discount for purchasing car parts at special rates for personal useExclusive retail discounts via our ‘Benefits at Work’ portalLearning & Development (over 650 courses on soft and hard skills on our e-learning platform)Flexible working hours and hybrid work