Informational and research support of marketing, business and product initiatives and decisions related to customer experience, both riders and drivers sides of the marketplace, for 4 main verticals.
Participation in tracking studies on different stages: launching, cleaning & processing the data, preparing the report, presenting report, gathering feedback and managing tools improvements including automatization: CSAT CHURN Voice of Customer Managing regular research projects related to Features awareness and usage Sources of product awareness.
Conducting internal ad hoc studies related to customer satisfaction from method selection to presentation of the results including, but not limited to analyzing available data together with analytics if necessary (both qual and quant), identifying connections, looking for insights, trends, answering questions and tasks based on previous research data and external data available.
Participation in product meetings & strategy plannings, promoting customer experience and usage of research data and data driven approach.
Maintaining project documentation.
From terms of reference to reporting, forming a knowledge library.
Qualifications
Higher education (sociology, statistics, human computer interaction etc).
Relevant experience on agency or/and client side 3 years+ Experience in conducting both qualitative and quantitative research projects.
Understanding of product & CX metrics (CSAT, CSI, NPS, CES) and frameworks (KANO, CJM, UJM etc).
High level of using Excel/Google sheets, PowerPoint/Google Slides.
SQL is a plus Very good communicational, presentation and analytical skills.
Advanced English (B2 or higher).
Spanish, Portuguese, any APAC language is a plus.
Conditions & Benefits
Stable salary, official employment.
Health insurance.
Hybrid work mode and flexible schedule.
Relocation package offered for candidates from other regions.
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.