We are looking for a highly skilled and motivatedMiddle+/Senior Product Analystto lead the analytics function within ourCustomer 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 issuesDevelop the contact topic and trigger detection system: set up and improve labeling processes, apply ML/NLP approaches for automated classificationForm and prioritize hypotheses for reducing contact rate, run and analyze A/B tests (onboarding, screens, features), and turn results into product decisionsBuild a support quality assessment framework: a consolidated "traffic light" across key metrics with transparent methodology and regular review with the teamCommunicate findings to product and operations stakeholders and influence the change backlogWhat makes you a great fit:A mathematical or technical degree from a top university such as MSU, MIPT,
HSE, MSTU, MEPhI, or NSEStrong knowledge of mathematical statistics, probability theory, and systematic thinkingExperience in hypothesis testing and validationAdvanced SQL and PythonHands-on experience with Tableau, Superset, or similar BI tools to translate data into actionable insightsAbility to understand business objectives and translate them into analytical tasksExperience in building analytical infrastructure and team processesExcellent communication skillsEnglish proficiency at B1+ level or higher for effective collaboration with an international teamOur ways of working:Innovative Spirit:a team from the best technical universitiesHonest Feedback:valuing open, transparent communicationSupportive Team:a strong, collaborative communityCelebrating Achievements:recognizing our wins togetherHigh-Tech Environment:a team full of smart and revolutionary people who dare to challenge the status quo of incumbent financesOur benefits:Relocation supportto our hub inMexicowith assistance for the employee and their familyFlexible workfrom our officeHealthcareCoverageEducation Budget:Language lessons, professional training and certificationsWellness Budget:Mental health and fitness activity reimbursementsVacation policy:20 days of annual leave and paid sick leave