Customer Experience Architect - End-to-End Journeys (Hybrid)

Trendyol; Fatih; Hybrid; TRY 240,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

FlexBenefits budget

Wellbeing program

Training allowance

Ownership culture

International team

Mentoring and growth

Job summary

TrendPay is seeking a Customer Experience Lead to design and optimize end-to-end journeys for new products and platform features. You will analyze journey pain points, drive proactive improvements, and advocate for the customer in cross-functional teams.

With a strong emphasis on English communication, you will deliver monthly VOC reports, track CX KPIs, and guide CX guidelines across the department while collaborating with global peers in a fast-paced fintech environment.

Qualifications

• Bachelor's degree in a relevant field (engineering, business, economics etc.).
• 3+ years in customer experience or related field; banking a plus.
• Strong English communication, presentation and stakeholder management.
• Experience working in dynamic, fast-paced environments.
• Military service completed for male candidates.

Responsibilities

• Design, develop and document end-to-end customer journeys for new products and platform features.
• Analyze journey pain points and implement preventive solutions.
• Apply CX best practices and AI tech to improve journeys.
• Lead cross-functional teams to sustain CX focus.
• Produce monthly VOC reports and CX KPIs; advocate for customers.
• Synthesize feedback from surveys, ops data and social media.
• Create/update CX guidelines and procedures.
• Track operations and quality KPIs with Call Centre and Training teams.

Skills

Communication skills

Analytical mindset

Adaptability

Persuasion

Education

Bachelor's degree

Masters degree is a plus

Job description

TrendPay is seeking a Customer Experience Lead to design and optimize end-to-end journeys for new products and platform features. You will analyze journey pain points, drive proactive improvements, and advocate for the customer in cross-functional teams.

With a strong emphasis on English communication, you will deliver monthly VOC reports, track CX KPIs, and guide CX guidelines across the department while collaborating with global peers in a fast-paced fintech environment.