Description
Our goal is to improve customer experience by proactively and predictively solving their problems and emerging questions. We work with key products of the bank and the Sber ecosystem (from debit cards to SberPrime) and strive to make interaction with the bank and ecosystem companies simple, convenient, and predictable. Our tribe is actively developing AI agents based on GigaChat to automate customer service, and our team helps with testing and evaluating the quality of the implemented AI agents.
Responsibilities
- Research customer request causes: analyze text data (NLP), identify triggers and patterns
- Build and analyze customer journeys across various products and channels, find bottlenecks and opportunities for improvement
- Formulate and test hypotheses based on data from different systems (transactions, clickstream, communications, requests)
- Participate in evaluating the quality of work of AI agents and other service scenarios, analyzing their impact on customer experience
- Prepare, launch, and evaluate A/B tests in various channels: SMS, IVR, mobile application
- Conduct in-depth analysis of funnels, distributions, segments to find business insights and propose solutions.
Requirements
- Proficient SQL (complex queries, window functions, optimization) and experience working with databases
- Practical knowledge of Python for data analysis (pandas, numpy, visualization)
- Strong mathematical background, understanding of statistics, experience conducting A/B tests, working with funnels, segmentation
- Ability to work with large volumes of data, build end-to-end analysis: from task definition to conclusions
- Willingness to learn (including independently) and quickly master new tools and technologies.
Will be a plus:
- Experience with PySpark/Hadoop
- Basic understanding of ML and NLP
- Experience working with LLM platforms, experience writing prompts.
Conditions
- Comfortable modern office near Kutuzovskaya metro station
- Work format - office
- Annual salary review, annual bonus
- Corporate gym and rest zones
- More than 400 SberUniversity educational programs for professional and career development
- Extended voluntary health insurance, preferential insurance for family and corporate pension program
- Flexible mortgage discount, equal to 1/3 of the Central Bank's key rate
- Free SberPrime+ subscription, discounts on products of partner companies
- Reward for recommending friends to the Sber team.
