Customer Experience Executive / Manager

getirfinans operates within Banking as a Service model, having established partnerships with players at banking sector.

Latest News: Türkiye İş Bankası has invested 50 million US dollars in getirfinans. This investment has enabled Türkiye İş Bankası to participate in supporting the banking services of getirfinans and, simultaneously, to own a 20% stake in getirfinans through its venture capital fund, of which it is the main investor. With this investment, getirfinans is set to reach a valuation of 250 million US dollars even before commencing its operations.

What You'll Do:

• Play a key role in creating customer strategy of getirfinans and be a gatekeeper of all actions touching our customers
• Develop end-to-end service designs, mapping out user flows and customer journeys to ensure a seamless experience
• Utilize design thinking methodologies to ideate and develop new projects, ensuring they meet customer needs and deliver value to improve getirfinans
• Define and manage customer satisfaction methods & metrics (CSAT, NPS)
• Analyze customer complaint trends and implement necessary actions for improvement
• Prepare Customer Reports (voice of customer and NPS analyses etc) periodically, 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)
• Collaborate closely with UX and UI designers to ensure seamless integration of design elements and user experience principles across projects
• Be responsible for Contact Point KPI’s (overall call center performance, training & social media teams etc.)

What You'll Bring:

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Master's degree is a plus
• Experienced in customer experience, process development, digital channels and project management
• Minimum 4 years of experience in service sectors e.g. e-commerce, banking and telecom. Digital banking experience is a plus
• Understanding of digital banking, mobile apps, open banking, digital/neo banks, and Banking as a Service(BaaS)
• Proficiency in service design and design thinking methodologies, with the ability to translate user insights into actionable strategies and solutions
• Customer-driven mindset with a desire and ability to identify customer pain points
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization
• Proficiency in Microsoft Office programs
• Proficiency in English

Diversity makes us stronger. Our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other. We’re proud to strive for a genuinely diverse and inclusive workplace. We know we can do better though. That’s why we hire and promote people with equity and equality in mind.

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