Product Analyst Middle+/Senior [Customer Care]
We are looking for a highly skilled and motivated Middle+/Senior Product Analyst to lead the analytics function within our Customer Care Team.
The Customer Сare agent workspace built on the CRM Platform for handling requests and resolving customer issues. It provides case management, step-by-step procedures and automations that reduce handling time and errors. The agent workspace connects to Telephony and Chat for omnichannel service, and to core banking systems to execute actions safely. It enhances compliance through standardized flows, role-based access, and complete interaction logs.
Challenges that await you:
- Detect anomalies in contact volume and drive them down to root causes — from one-off incidents to systemic product issues
- Develop the contact topic and trigger detection system: set up and improve labeling processes, apply ML/NLP approaches for automated classification
- Form and prioritize hypotheses for reducing contact rate, run and analyze A/B tests (onboarding, screens, features), and turn results into product decisions
- Build a support quality assessment framework: a consolidated "traffic light" across key metrics with transparent methodology and regular review with the team
- Communicate findings to product and operations stakeholders and influence the change backlog
What makes you a great fit:
- A mathematical or technical degree from a top university such as MSU, MIPT, HSE, MSTU, MEPhI, or NSE
- Strong knowledge of mathematical statistics, probability theory, and systematic thinking
- Experience in hypothesis testing and validation
- Advanced SQL and Python
- Hands-on experience with Tableau, Superset, or similar BI tools to translate data into actionable insights
- Ability to understand business objectives and translate them into analytical tasks
- Experience in building analytical infrastructure and team processes
- Excellent communication skills
- English proficiency at B1+ level or higher for effective collaboration with an international team
Our ways of working:
- Innovative Spirit: a team from the best technical universities
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances
Our benefits:
- Relocation support to our hub in Mexico with assistance for the employee and their family
- Flexible work from our office
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
