Customer Experience Manager

Aktif Bank; Şişli; On-site; TRY 400,000 - 700,000; Full time

Job summary

Aktif Bank is seeking a Customer Experience Manager to lead end-to-end CX strategy and cross-functional projects across banking channels. You will drive CX journeys, measure NPS/CSAT/CES, and translate insights into tangible improvements for digital and offline touchpoints.

The role requires a strong background in CX, design thinking, and analytics, with excellent English communication and stakeholder coordination. A proactive, results-oriented mindset is essential.

Qualifications

• Bachelor’s degree in Engineering, Business Admin, Economics or Statistics
• Min 5 years in Customer Experience, business development, process development or marketing in relevant sectors
• Strong written and spoken English
• Experience in end-to-end service design for banking, e-commerce, fintech or telco
• Knowledge of CX journey map design and UX/UI processes
• Experience with Design Thinking methodologies
• Proactive, innovative, trend-driven and analytical
• Strong communication and teamwork skills
• Ability to plan, organize and follow up
• Familiarity with AI-driven CX solutions and predictive analytics

Responsibilities

• Forecast market changes and align CX strategy with digital expectations
• Lead CX projects and ensure cross-functional collaboration across CRM, Call Center, and IT
• Drive end-to-end customer experiences across channels
• Measure and improve CX metrics (NPS, CSAT, CES)
• Advance channel development for seamless digital experiences
• Conduct qualitative and quantitative customer research and benchmarks
• Identify pain points via Voice of Customer and implement action plans
• Improve online and offline customer experiences across touchpoints
• Redesign and develop end-to-end journeys using Design Thinking
• Analyze CX data and partner with units to implement improvements
• Manage CX projects to enhance bank products and services
• Track global and local best practices regularly
• Foster a customer-centric culture within the organization
• Support marketing decisions with customer insights and business needs

Skills

Customer experience

CX strategy

Process design

Design Thinking

UX/UI processes

Analytics

Cross-functional teamwork

MS Office

Project management

Digital channels

Predictive analytics

Education

Engineering / Business / Economics / Statistics degree

Tools

MS Office

Job description

If you are in for an experience without limits at Aktif Bank, this position is what you are looking for.

Perhaps, you are the teammate who will join us as “Customer Experience Manager” and with whom we will accomplish great things together.

WHY SHOULD YOU APPLY?

• Preferably graduated from the Faculty of Engineering, Business Administration, Economics, Statistics
• Min 5 years of experience in Customer Experience, Business Development, Process Development, Marketing Departments, preferably in banking, e-commerce, fintech, telecommunication sectors
• Good command of written and spoken English
• Experienced in end to end service design, designing banking products&services in all channel and digitalization
• Deep knowledge on CX Journey Map design, UX/UI processes
• Knowledge about the Design Thinking methodology,
• Having a proactive and innovative approach,
• Follows digital trends, researcher, think analytically, results-oriented and problem-solving
• Having high communication skills, able to provide cooperation and coordination teams, compatible with teamwork
• Ability to follow up, plan and organize
• Proficiency in MS Office applications
• Knowledge of AI-driven customer experience solutions, predictive analytics and customer insights, with the ability to identify opportunities, develop innovative projects and collaborate with cross-functional teams.

THIS IS YOUR ONE DAY AT WORK. HOW DOES IT SOUND?

• Foreseeing market changes, dynamism in customer & user expectations and strategize to guide the company (and sub-brands) to live up to those expectations in the fast-evolving digital world
• Having a clear understanding of the Aktif Bank’s and its Fintech Ecosystem’s business objectives to create the CX strategy accordingly and to lead the implementation of the necessary projects in line with this strategy
• Ensure that the CX team works in collaboration with all other business functions, CRM, Call Center Management and IT; consistently delivering seamless end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Measuring, following and improving Customer Experience Scores such as: Net Promoter Score(NPS), Customer Satisfaction Score(CSAT) and Customer Effort Score(CES) in all touchpoints
• Contributing to channel development in a way to create a seamless customer experience in digital channels
• Conducting in-depth research to understand customer needs and expectations (Qualitative& Quantitative, Ethnographic and Benchmark research)
• Detecting pain points in all channels and touch points by consistently listening to the Voice of Customer
• Improving customer experience in all online&offline channels to provide the customer with a seamless experience
• Redesigning and developing of E2E Customer Journey Management of services and processes with Design Thinking Methodology
• Analyzing the problematic fields regarding the customer experience by using the inputs such as NPS results, complaint reviews etc. and determining the action plans by cooperating with the relevant units
• Managing Customer Experience projects to improve bank products and services
• Following global and local good practices regularly
• Proactively develop and implement projects to build a customer-centric culture within the institution,
• Ensure that the customer and the impact on the customer is embedded in all decisions, service designs and conversations.
• Collaborate to create marketing activities and decisions based on insights from customer researches and business needs