Customer Engagement Specialist(M/F/D)

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

Benefits offered by this job

Meal allowance 8€ / day

Fidelidade healthcare plan

Mental wellbeing program

Corporate car parts discounts

Discounts via Benefits at Work portal

Learning & development (650+ courses)

Flexible hours & hybrid work

Job summary

Autodoc is seeking a Customer Insights professional to drive end-to-end NPS and CES analysis. You will identify root causes from detractor feedback, coordinate with cross-functional teams, and translate raw customer data into actionable requirements.

The role combines qualitative surveys with quantitative trends to improve customer experience and operational processes. Ideal candidates have 2+ years in CX or related fields, strong English and Russian language skills, and experience with

Qualifications

• 2+ years in Project Management, CX, or Customer Insights roles.
• Fluent English (B2+) and Russian (B2+).
• Advanced proficiency with Microsoft Office or Google Workspace and AI productivity tools.
• Familiarity with CX/NPS platforms like Qualtrics; basic Excel/Sheets or BI tools for trend visualization.
• Strong analytical mindset with proactive ownership and cross-functional collaboration.

Responsibilities

• Drive end-to-end management and analysis of NPS and CES.
• Identify issues from low scores through qualitative and quantitative insights.
• Capture detractor/promoter insights via surveys and multi-channel feedback.
• Analyze customer history and CC verifications to quantify impact on NPS.
• Escalate trends with actionable recommendations to leadership.

Skills

Analytical mindset

Empathy

Proactive ownership

Cross-functional collaboration

Communication skills

Tools

Qualtrics

Claude

Grok

ChatGPT

Power BI

Tableau

Pivot tables

Excel formulas

Job description

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.
• 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.

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
• Exclusive 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