Customer Engagement Specialist(m/f/d)

Autodoc; Lisboa; Hybrid; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Meal allowance (8 €)

Healthcare plan

Mental wellbeing program

Corporate discounts

Learning & development platform

Flexible working hours

Hybrid work

Birthday/municipality day off

Job summary

AUTODOC is hiring for a Customer Experience / Insights role focused on end-to-end management of NPS and CES across channels. You will identify root causes of low scores and translate feedback into actionable improvements, collaborating with product, tech, and support teams.

Leverage surveys, contact histories, and multi-channel feedback to quantify impact and drive operational changes. A strong analytical mindset and passion for customer-centric solutions are essential.

Qualifications

• 2+ years of experience in Project Management, CX, or Customer Insights roles.
• Advanced proficiency in Microsoft Office / Google Workspace.
• Hands-on experience with AI productivity tools (e.g., Claude, Grok, ChatGPT).
• Familiarity with CX/NPS platforms (e.g., Qualtrics or similar).
• Basic-to-intermediate Excel/Sheets skills (pivot tables, formulas) or BI tools (Power BI, Tableau).
• Strong analytical mindset, empathy, ownership, and cross-functional collaboration.

Responsibilities

• Drive end-to-end management, tracking, and strategic analysis of NPS and CES.
• Identify underlying bugs and friction by analyzing low customer scores.
• Capture qualitative insights from detractors and promoters through surveys and feedback channels.
• Analyze customer contact histories and CC verifications to uncover systemic issues affecting NPS.
• Escalate trends to leadership with actionable recommendations for operational improvement.

Skills

Project Management

Customer Experience

Customer Insights

Tools

Microsoft Office

Google Workspace

AI productivity tools

CX/NPS platforms

Power BI

Tableau

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

• Full time contract (40 hours a week)
• Monday - Friday, 8:00am - 17:00pm,2 days a week days off
• Annual vacation of 25 working days and 1 additional day off on your birthday
• Day off on Municipality day and Carnaval
• Meal 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 platform
• AUTODOC corporate discount for purchasing car parts at special rates for personal use
• Learning & Development (over 650 courses on soft and hard skills on our e-learning platform)
• Flexible working hours and hybrid work
  This job was posted on 15.10.2026, and is considering applications up to 6 weeks from this date.