Customer Engagement Specialist(m/f/d)

Autodoc Group; Szczecin; Hybrid; PLN 100,000 - 145,000; Full time

Benefits offered by this job

26 vacation days

Birthday day off

Private medical care

Life insurance

Cinema tickets

Mental Wellbeing Program

Corporate discounts

Language courses

Job summary

AUTODOC is hiring a CX/NPS focused professional to drive end-to-end management of customer experience metrics. You will identify friction points from low scores, capture insights from multi-channel feedback, and work with leadership to implement operational improvements.

With 2+ years in CX or related roles, you will leverage Excel/Sheets and BI tools, plus AI productivity tools, to visualize trends and influence cross-functional teams across Europe.

Qualifications

• 2+ years in Project Management, CX, or Customer Insights.
• Advanced proficiency in Microsoft Office / Google Workspace.
• Familiarity with CX/NPS platforms (Qualtrics or similar).
• Excel/Google Sheets (pivot tables, formulas) or BI tools for trends.

Responsibilities

• Drive end-to-end management and strategic analysis of NPS and CES.
• Identify bugs and friction points from low scores.
• Capture insights from surveys and multi-channel feedback.
• Analyze customer histories and CC verifications for systemic issues.
• Escalate trends to leadership with actionable recommendations.

Skills

CX analysis

NPS tracking

Data interpretation

Excel/Sheets

BI tools

AI tools (Claude, Grok, ChatGPT)

Cross-functional collaboration

Tools

Qualtrics

Power BI

Tableau

Claude

Grok

ChatGPT

Job description

Engineered in Berlin. Driving the Future of Europe.
At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved from a local specialist into Europe’s leading online platform for the automotive aftermarket.
Our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse with strong German roots and an expansive reach across 27 European countries. This continental focus allows us to blend our heritage with high-tech innovation, staying agile and closely connected to the markets we serve.
Today, our team of more than 5,500 professionals from over 50 different countries is redefining mobility through cutting-edge technology. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for drivers everywhere.
Come join us and impact the future of AUTODOC!

Job Description

• 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.

Qualifications

• Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.
• 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.

Additional Information

• Competitive salaries based on your professional experience
• Fast growing international company with stable employment
• Annual vacation of 26 working days and 1 additional day off on your birthday
• A cafeteria benefits system that lets you choose from options such as life insurance, private medical care, a sports card, cinema tickets, and more
• Mental Wellbeing Program – the opportunity for free psychological counseling for you and your family members 24/7 hotline and online sessions
• AUTODOC Corporate Discount (up to 500 Euros per annualy) to order parts for their own use at special discounted rate
• Retail discounts of up to 75% on travel, technology, fashion and much more
• Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
• Free English and German language classes