Customer Experience Development Professionals - Fintech

Trendyol Group; Fatih; Hybrid; TRY 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work model

FlexBenefits budget

Wellbeing program

Training allowance

Ownership from day one

International team

Growth opportunities

Job summary

TrendPay and Trendyol Group seek a Customer Experience professional to design end-to-end customer journeys, analyze pain points, and lead cross-functional teams to elevate the customer experience. You will prepare VOC reports, interpret feedback, and drive initiatives with Call Centre, Quality and Training teams.

The role offers a hybrid work model, a customizable FlexBenefits budget, comprehensive wellbeing support, annual training budgets, ownership from day one, and participation in an

Qualifications

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus.
• Excellent verbal, written and presentation skills in English.
• Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems.
• Exceptional communication, persuasion and team working skills.

Responsibilities

• Design, develop and document E2E customer journeys for new products and platform features and revisit existing journeys periodically.
• Analyze journey pain points, identify root causes and address solutions proactively.
• Follow customer experience best practices and new technologies to improve E2E journeys.
• Govern experience projects, lead cross-functional teams to sustain customer experience focus.
• Prepare monthly voice of customer reports including NPS, Contact Centre KPIs, and share with stakeholders.
• Interpret customer feedback from surveys, data, social media and research.
• Create and update guidelines for the Customer Experience Department.
• Track operations and quality KPIs to develop improvement projects with Call Centre, Quality and Training teams.

Skills

Excellent communication

English proficiency

Analytical mindset

Team collaboration

Customer-centric

Education

Bachelor's degree in engineering, business or economics

Job description

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 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.). 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.