Hybrid CX & NPS Insights Specialist

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

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