Responsibilities

• Collect, clean, and analyze VoC data across multiple channels (NPS, CSAT, CES surveys; in-app feedback; support interactions; app store reviews; social media)
• Build and maintain customer journey maps (CJMs), identifying pain points, gaps, and improvement opportunities
• Work closely with product, support, and operations teams to turn VoC insights into clear recommendations and track their impact
• Segment customers (passengers and drivers) to uncover behavioral patterns and priority groups
• Design, run, and analyze A/B tests or pilots related to experience improvements
• Prepare regular reports, dashboards, and presentations for stakeholders, visualizing trends and progress on key CX metrics
• Contribute to the development of VoC analytics maturity at inDrive — introducing new methods, tools, or metrics to improve how we capture and act on customer feedback

Qualifications

• 2+ years of experience in data analysis, customer experience, or related fields
• Strong analytical skills with proficiency in SQL, Excel/Google Sheets, and BI tools (e.g., Power BI, Tableau, Looker)
• Solid understanding of CX metrics (NPS, CSAT, CES) and survey methodologies
• Ability to synthesize qualitative and quantitative feedback into actionable insights
• Clear communication skills: ability to explain complex findings in simple, compelling ways to non-technical audiences
• Attention to detail, structured thinking, and curiosity about user behavior
• Nice to have: experience with behavioral analytics tools (e.g., Amplitude, Mixpanel), text/sentiment analysis, Python or R for advanced analysis, or knowledge of the mobility/marketplace industry

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
• All necessary work equipment