Customer Experience Development Professional

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about 2 years old

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About the Team
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

About the Role

As a Customer Experience Development Professional you will be at the forefront of improving our end-to-end customer journey with NPS and quality focus. Your primary responsibility will be to act as the voice of the customer, drawing experience maps to identify pain points, designing proactive solutions and govern company-wide experience projects. You will also be responsible for interpreting and synthesizing customer feedback from various resources. By regularly analyzing KPIs like NPS and quality metrics, you will create and update guidelines, ensuring we continuously enhance the customer experience and sustain "customer first" cultural focus across company.

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

    • Expected Qualifications

  • Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Master's degree is a plus
  • Minimum 3 years of experience in service sectors e.g. e-commerce, banking and telecom. E-commerce 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
    • What We Offer
    - 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.
    - Customisable 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.
    - Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.
    - Personalised 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 today, we look forward to taking the next step with you.
    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.
    Apply Now