Vacancy Description
Requirements
- You bring deep expertise in analytics, user research, and commercial strategy
- 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
- Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
- Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
- Strong understanding of how product experience impacts customer care demand and resolution
- Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
- Excellent communication and project management skills—you simplify complex concepts for diverse audiences
- Strong ability to manage cross‑functional teams and collaborate with stakeholders including BPOs and external partners
- Familiarity with Big...
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