Customer Experience Development Professionals - Fintech

Trendyol; Fatih; On-site; 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

ABOUT THE TEAM

TrendPay is where cutting-edge payment technology meets seamless user experience. This team designs and manages end-to-end payment solutions for millions of users across the globe. Trendyol Pay is focused on building secure, fast, and reliable payment infrastructure not just for today’s needs, but for the future of digital commerce.

TrendFinance is not just about managing money it’s about reshaping the future of financial experiences.

We build inclusive and innovative financial products that empower millions of customers and sellers. From smart credit systems to AI-powered budgeting, our goal is to remove complexity from finance and make it more accessible, personal, and impactful.

By blending technology with finance, we turn data into decisions helping individuals and businesses thrive.

We are united by a shared purpose: To create a positive impact in our ecosystem by enabling commerce through technology.

We simplify every transaction and elevate user confidence through technology-driven, customer-first design.

We are all working with the same purpose: To create a positive impact in our ecosystem by enabling commerce through technology.

Main 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 centre 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.). 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.

What We Offer

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.