Description
We are the Customer Experience (CX) analysis and measurement team within Sberbank's B2C division.
Our goal is to turn data into action: identifying growth points, evaluating the effectiveness of initiatives, and helping the business make data-driven decisions. We take pride in our flexibility, friendliness, and ability to influence the company's key performance indicators.
Our primary focus is managing the growth of the NPS (Net Promoter Score) metric, which reflects the level of customer satisfaction with the bank. The work is aimed at enhancing customer-centricity and improving satisfaction indicators.
Responsibilities
- analysis of NPS and CSI data, identifying satisfaction drivers, patterns, and dependencies
- preparation of analytical reports, presentations, and dashboards for management and business teams
- communication with stakeholders (marketing, product, service), assisting in data interpretation and digitizing initiatives
- participation in data-driven customer experience improvement projects.
- basic linear and correlation analysis
- Ad-hoc deep analytics and data extracts of varying complexity upon request.
- calculation of business cases and forecasts for various banking indicators.
- identifying key customer behavior patterns
- creating automated analysis tools
- developing automated data marts.
Requirements
- work experience in analytics from 2 years
- higher technical education
- advanced proficiency in SQL (analytic functions, subqueries, stored procedures, performance optimization)
- advanced proficiency in Excel
- experience with Python and core analytical libraries
- knowledge and experience with the Hadoop ecosystem (Hive, Spark, HDFS), Greenplum DBMS, Git version control system
- confident command of mathematical statistics
- understanding and experience in A/B testing
- knowledge of CSI and NPS analysis methodologies
- skills in working with AI tools
- structured analytical thinking, broad analytical perspective, and developed business acumen.
Will be an advantage:
- experience in process automation (Airflow, cron, etc.)
- knowledge in the field of Machine Learning
- experience in developing dashboards and data visualizations.
Conditions
- comfortable office at Kutuzovsky Prospekt, 32, building 1
- work format - office
- Sber's unique training system for professional and career development, seminars, trainings, conferences
- onboarding program and manager support at the start
- VHI, accident insurance, social guarantees
- flexible mortgage discount equal to 1/3 of the Central Bank's key rate
- free SberPrime+ subscription, discounts on partner company products
- referral bonus for recommending friends to join the Sber team
- corporate pension program
- corporate events.
