Trendyol - Customer Experience Development Professionals
Requirements
• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus, • Minimum 3 years of experience in banking experience is a plus, • Experienced in customer experience, process development, information technology, digital channels and project management, • Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems, • Exceptional communication, persuasion and team working skills, • Able to work within a dynamic and fast-paced environment, • Excellent verbal, written and presentation skills in English, • Completed military service for male candidates.
Responsibilities
• Design, develop and document E2E customer journeys for new products and platform features as well as revisiting existing journeys periodically to revise them according to the emerging customer needs. • Continuously analyze and identify journey pain points, define root causes and address solutions to those processes in a preventive/proactive manner. • Follow customer experience best practices (local & global) and new technologies (i.e AI) to develop projects that will further improve E2E customer journeys. • Govern company-wide experience projects, lead and engage cross-functional teams to sustain customer experience focus. • Prepare monthly voice of customer reports including NPS analysis, Contact Centre KPIs, Operational KPIs and share with other parties; act as an advocate for the customer by placing them at the forefront of all problem solving and decision-making processes • Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research) • Create and update guidelines/procedures for Customer Experience Department • Also responsible for tracking operations and quality KPIs to develop support journey improvement projects together with Call Centre operations, Quality and Training teams
Benefits
• A hybrid working model with flexibility — a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model. • A customizable FlexBenefits budget — Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits. • Comprehensive wellbeing support — Take advantage of our extended health package, which includes annual mini health screenings, access to location-based in-house doctors, psychologist and dietitian support, and HPV vaccination coverage. • Personalized training allowance and learning opportunities — Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year. • Responsibility from day one — Take full ownership from the start in a culture where every voice is heard and valued. • A diverse, international team — Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment. • Opportunities to grow with the best — Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring. • Meaningful connections beyond tasks — Be part of team rituals, events, and social activities that help us stay connected and inspired. • Take the Next Step • If this role excites you, apply now and let’s take the next step together. • Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.
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