Customer Experience Analytics & NPS Lead

Autodoc Group; Porto; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Meal allowance

Healthcare plan

Mental wellbeing program

Corporate discount

Learning & Development access

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Project Management

Customer Experience

Analytical mindset

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in a relevant field

Tools

Qualtrics

Power BI

Tableau

Excel

Google Sheets

Job description

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.