Customer Engagement Specialist(m/f/d)

Autodoc Group; Porto; Híbrido; EUR 32 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance

Healthcare plan

Mental wellbeing program

Corporate discount

Learning & Development access

Resumo da oferta

AUTODOC is seeking a Customer Experience/Insights professional to drive end-to-end management and analysis of NPS and CES. You will identify issues from low scores, capture qualitative insights, and quantify impact on customer sentiment to guide operational improvements.

With 2+ years in CX or project management, you will leverage tools like Qualtrics, Power BI and Excel to visualize trends and collaborate across teams to deliver tangible enhancements.

Qualificações

• 2+ years in Project Management or CX roles.
• Advanced proficiency in Excel / BI tools and AI productivity tools.
• Strong analytical mindset with proactive ownership.

Responsabilidades

• Drive end-to-end management, tracking and analysis of NPS and CES.
• Identify underlying issues by analyzing low customer scores.
• Capture qualitative insights from surveys and multi-channel feedback.
• Analyze customer histories and CC verifications to find systemic issues.
• Escalate trends to leadership with actionable improvement ideas.

Conhecimentos

Project Management

Customer Experience

Analytical mindset

Cross-functional collaboration

Communication skills

Formação académica

Bachelor's degree in a relevant field

Ferramentas

Qualtrics

Power BI

Tableau

Excel

Google Sheets

Descrição da oferta de emprego

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)