Customer Experience & Insights Manager (Fintech)

Getmidas; Fatih; On-site; TRY 500,000 - 800,000; Full time

Job summary

Midas, a leading fintech in Turkey, seeks a Customer Intelligence Manager to optimize end-to-end user journeys and ensure high-quality experiences across all touchpoints. You will turn user feedback into actionable insights and work with product, data, and support teams to align offerings with customer needs.

You will develop KPIs, monitor impact, and manage escalations while identifying trends to prevent issues.

Qualifications

• Proven experience in customer experience or customer support, preferably in fintech or growth environments.
• Strong analytical skills and ability to translate data into actionable strategies.
• Excellent communication and cross-functional collaboration.
• Ability to manage multiple projects and meet tight deadlines.

Responsibilities

• Lead initiatives to optimize end-to-end user journeys, ensuring consistent, high-quality experiences across all touchpoints.
• Analyze user feedback and behavioral data to identify pain points, develop actionable insights, and implement improvements.
• Collaborate with cross-functional teams to align product and service delivery with user expectations.
• Develop and monitor KPIs to measure the impact of experience enhancements and track progress.
• Manage customer support escalations, ensuring timely and effective resolution while identifying trends to prevent future issues.

Skills

Analytical skills

Communication

Collaboration

Project management

Problem solving

User focus

Job description

Midas, a leading fintech in Turkey, seeks a Customer Intelligence Manager to optimize end-to-end user journeys and ensure high-quality experiences across all touchpoints. You will turn user feedback into actionable insights and work with product, data, and support teams to align offerings with customer needs.

You will develop KPIs, monitor impact, and manage escalations while identifying trends to prevent issues.