Customer Experience Senior Specialist

TEB - Türk Ekonomi Bankası

Responsibilities:

• Identifying the improvement areas for customer centric design of banking products and services; coordinating and following up the improvement projects,
• Measuring and reporting of the customer experience and satisfaction performance regarding channels and services; managing the projects to improve this system,
• Keep an eye on developments both in local and multinational markets to identify opportunities to adapt and develop business plans,
• Performing the required analyses by using “Voice of Customer” data and various KPIs,
• Identifying the factors influencing customer experience and finding the best solutions via root cause analyses,
• Carrying out Experience Researches (benchmark, ethnographic, neuromarketing etc.)
• Carrying out experience design activities by using “design thinking” methodology,
• Customer journey mapping and following up the results,
• Tracking customer complaints and determining the required analyses to improve customer experience.

Qualifications:

• Bachelor’s degree or higher from reputable universities preferably in Engineering, Economy, Business Administration or a similar area,
• Minimum 4 years of Professional experience (3+ years of experience in CX and Marketing roles preferably in banking or telecommunication sectors),
• Professional working proficiency in English (written and spoken),
• Proficiency in MS Office applications,
• Good at coordination and communications,
• Specialized in customer/user experience, Omnichannel, Design Thinking, Customer Journey Mapping, Digital Transformation, Big Data
• Competent in analytical thinking, problem solving. Experienced in data interpretation (preferably using SAS, SQL)