Customer Engagement Specialist (m/f/d)

Autodoc; Lisboa; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

25 days vacation

Birthday day off

Municipality day off

Meal allowance

Healthcare plan

Mental wellbeing program

Corporate discount

Learning & development

Hybrid work hours

Job summary

AUTODOC is seeking a Customer Engagement Specialist (m/f/d) in Lisbon, Portugal to drive end‑to‑end NPS and CES analytics, identify friction points, and translate customer feedback into actionable improvements. This role blends data, insight, and cross‑functional collaboration in a hybrid work setup.

You will analyze call history, surveys, and multi‑channel feedback, partner with product and support teams, and help elevate customer experience across Europe.

Qualifications

• 2+ years in CX/Analytics with a strong focus on NPS tracking and root-cause analysis.
• Advanced proficiency in MS Office/Google Workspace and BI tools (Power BI or Tableau).
• Experience with CX/NPS platforms like Qualtrics and with Excel/Sheets pivot tables.

Responsibilities

• Drive end-to-end management, tracking, and strategic analysis of NPS and CES.
• Identify root causes from low scores and friction points.
• Capture qualitative insights from detractors/promoters via surveys and multi-channel feedback.
• Analyze customer histories and Call Center verifications to uncover issues affecting NPS.
• Escalate trends to leadership with actionable recommendations.

Skills

NPS methodology

CX analytics

Cross-functional collaboration

English proficiency

Tools

MS Office/Google Workspace

AI productivity tools

Qualtrics (CX/NPS)

Power BI/Tableau

Excel/Sheets (pivot tables)

Job description

Home | Career | Customer Engagement Specialist (m/f/d)

A driven team across Europe

Company 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

• 2+ years of experience in CX, Customer Insights, or Analytics with a strong focus on NPS methodology: from setting up tracking and deep-dive analysis of detractors/promoters to identifying root causes behind customer dissatisfaction.
• 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.
• Languages: English (B2+ level), Russian (B2+ level) will be nice.

Additional Information

• Full time contract (40 hours a week)
• 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.