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 fi