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Senior CX Specialist

inDrive

inDrive

Almaty, Kazakhstan
Posted on Wednesday, July 3, 2024

Senior CX Specialist

Kazakhstan, Almaty

  • Hybrid
  • Full-time
  • Senior

We are seeking for a Senior CX Specialist to join our team to help us become even more customer focused! If Voice of Customers, quantative researches and Customer Experience make a solid impression, than this role is about you!

Responsibilities

  • Conducting quantitative research. Tracking studies (CSAT, NPS, CSI, etc.) and single quantitative studies on internal customer databases.
  • Regular work with VoC. Processing results and forming reports, controlling the sample, participating in forming recommendations to improve the tool.
  • Selecting research types/methods for tasks.
  • Forming the correct sample, verifying its compliance with necessary criteria.
  • Creating questionnaires, launching studies, collecting results, interpreting results.
  • Understanding principles of working with sampling populations. Ability to mitigate the influence of biases in samples (weighting, fraud cleansing).
  • Processing free text, specification, grouping.
  • Maintaining project documentation. From terms of reference to reporting, forming a knowledge library.
  • Forming reports based on research results and presenting them to the director level.

Qualifications

  • Experience in conducting and processing quantitative research (end-to-end), at least 2 years of experience.
  • Experience working with analysts: from setting tasks to interpreting results, understanding the connection between studies and the company's product and business metrics.
  • Ability to organize and moderate workshops based on research results.
  • Experience with Jira, Confluence, Miro, Figma.
  • Proficient in English B2+ level.
  • Preferred experience with Tableau.

Conditions & Benefits

  • Stable salary, official employment.
  • Health insurance.
  • Hybrid work mode and flexible schedule.
  • Access to professional counseling services including psychological, financial, and legal support.
  • Discount club membership.
  • Diverse internal training programs.
  • Partially or fully paid additional training courses.
  • All necessary work equipment.