CX Researcher / Analyst

SberHealth is seeking a CX Researcher / Analyst to enhance user experience across its products. The role involves conducting UX research, analyzing customer metrics, and collaborating with product teams.

### Responsibilities - Immerse in user experience across all SberHealth products (B2C, B2B). 50% of the time: - Conduct various types of UX research: A/B tests, in-depth interviews, quantitative surveys, moderated and unmoderated usability tests, expert audits; - Describe and present results to stakeholders interested in the research; - Generate insights, conclusions, and recommendations based on the data obtained; - Control the process of product teams' work with the final artifacts of the research and track their use in the product. 50% of the time: - Regularly collect and accumulate data on customer metrics (CSI, CSAT, MAU, DAU, etc.) as part of assessing the company's/product ratings; - Process this data according to existing methodologies and requests from internal departments; - Interact with CPOs, product teams, and analyst teams to clarify data and justify metrics, as well as to initiate changes; - Deliver this data to clients, build communication with them, and control the correctness of interpretation; - Monitor metric indicators month to month, report sharp changes in metrics to the responsible product manager.

### Requirements - Experience as a CX/UX researcher/analyst/business partner for at least 1 year with products on web and mobile platforms; - Ability to work with product analytics and support decisions with data; - Understanding of business, product, and customer metrics, as well as their interpretations; - High level of soft skills: communication skills, flexibility (in approaches and inputs for research), pushing and lobbying when necessary.

### Conditions - Free choice of work format: remote within the country or hybrid in Moscow; - Medical program including telemedicine consultations, in-person visits to clinics, psychologists, dentistry, laboratory and instrumental diagnostics; - Support for an active lifestyle — choose sports activities you like (corporate squash, running, football in Moscow, and reimbursement for your sports membership); - Individual development plan for everyone, helping you always see the direction of your path; - SberUniversity and payment for relevant training and courses; - 24/7 veterinarians for your pets; - Preferential mortgage.

SberHealth is a Russian medical IT service providing telemedicine, online doctor consultations, private doctor and diagnostics booking, home doctor calls, and AI-based symptom collection and clinic search. It serves millions of users, connects over 25,000 companies, and offers round-the-clock access to over 2,000 doctors across 18 specializations. The platform originated from DocDoc and is part of Sber's ecosystem.