Customer Experience & Process Designer

ColendiBank; Fatih; On-site; TRY 350,000 - 520,000; Full time

Job summary

ColendiBank in Türkiye seeks a Customer Experience & Process Designer to shape end-to-end banking processes, focusing on efficiency, scalability, and customer journeys across digital channels.

You will work with Business Process Design, UX/UI, Service Design, product, technology and operations to ensure services operate reliably under growing volumes.

Qualifications

• Bachelor's degree in Industrial Engineering, Business Administration, Management Engineering, MIS, or related fields.
• 5–10 years of experience in BPM or transformation initiatives.
• Experience in banking, fintech or financial services.
• Strong knowledge of BPMN, process mapping, and customer journey mapping.
• Experience with Lean, Agile, Six Sigma or continuous improvement methodologies.
• Experience in digital banking, large-scale service environments or operational transformation initiatives is highly preferred.
• Strong analytical thinking and problem-solving capabilities.
• Ability to coordinate multiple stakeholders and cross-functional initiatives.
• Strong communication and presentation skills.
• Advanced English proficiency.

Responsibilities

• Design and optimize end-to-end banking processes across digital channels, operational flows and customer journeys.
• Conduct as-is process analysis and design scalable to-be processes, identifying efficiency, automation and improvement opportunities.
• Identify process bottlenecks, operational risks and scalability constraints within banking services.
• Lead process reengineering and improvement initiatives to enhance operational efficiency, service quality and digital capabilities.
• Develop process architectures and standardized process frameworks across channels, products and operational units.
• Design resilient operational processes capable of supporting large-scale customer and transaction volumes.
• Identify automation opportunities to reduce manual operations and increase operational efficiency.
• Leverage operational data and performance insights to identify process inefficiencies and drive continuous improvement.
• Collaborate closely with UX/UI and Service Design teams to align customer journeys with operational and system processes.
• Work closely with technology, product and operations teams to translate business requirements into efficient and scalable process flows.
• Coordinate with technology teams and external stakeholders for process improvements, automation initiatives and new service implementations.
• Ensure designed processes are aligned with banking regulations and internal governance standards.
• Structure transformation initiatives, define workstreams and coordinate cross-functional teams.
• Facilitate stakeholder alignment workshops with business, operations and technology teams.
• Define process KPIs and performance metrics to monitor efficiency, service quality and operational performance.
• Monitor the business impact of implemented process improvements and drive continuous optimization.
• Follow digital banking trends, technology developments and industry best practices to identify new process improvement opportunities.

Skills

BPMN

Lean/Agile

Analytical thinking

Coordination

English proficiency

Education

Bachelor's degree in Industrial Eng

Business Administration

Management Engineering

MIS

Job description

ColendiBank is Türkiye's first digital native deposit bank powered by artificial intelligence. Licensed and supervised by the BDDK, the bank began operating in 2024 and serves individuals and businesses through its mobile app and support center. It also offers its banking infrastructure to partner platforms under the service model banking framework, starting with a BDDK approved partnership with Migros and Moneyfinans. Drawing on Colendi's experience in financial technology and a scalable core banking platform, ColendiBank uses data and AI to make banking simpler, more transparent and more personal, with the long term goal of becoming a global digital bank from Türkiye.

Job Description

We are seeking a Customer Experience & Process Designer who will play a key role in designing and optimizing end-to-end banking processes with a strong focus on efficiency, scalability and customer experience.

This role will contribute to the bank’s transformation initiatives by designing scalable and resilient operational processes, digital banking workflows and seamless customer journeys across the organization.

Working closely with Business Process Design, UX/UI, Service Design, product, technology and operations teams, the role will ensure that banking services operate efficiently and reliably under growing customer and transaction volumes.

The position will contribute directly to building a highly scalable and resilient digital banking operating model.

Key Responsibilities

• Design and optimize end-to-end banking processes across digital channels, operational flows and customer journeys
• Conduct as-is process analysis and design scalable to-be processes, identifying efficiency, automation and improvement opportunities
• Identify process bottlenecks, operational risks and scalability constraints within banking services
• Lead process reengineering and improvement initiatives to enhance operational efficiency, service quality and digital capabilities
• Develop process architectures and standardized process frameworks across channels, products and operational units
• Design resilient operational processes capable of supporting large-scale customer and transaction volumes
• Identify automation opportunities to reduce manual operations and increase operational efficiency
• Leverage operational data and performance insights to identify process inefficiencies and drive continuous improvement
• Collaborate closely with UX/UI and Service Design teams to align customer journeys with operational and system processes
• Work closely with technology, product and operations teams to translate business requirements into efficient and scalable process flows
• Coordinate with technology teams and external stakeholders for process improvements, automation initiatives and new service implementations
• Ensure designed processes are aligned with banking regulations and internal governance standards
• Structure transformation initiatives, define workstreams and coordinate cross-functional teams
• Facilitate stakeholder alignment workshops with business, operations and technology teams
• Define process KPIs and performance metrics to monitor efficiency, service quality and operational performance
• Monitor the business impact of implemented process improvements and drive continuous optimization
• Follow digital banking trends, technology developments and industry best practices to identify new process improvement opportunities

What We’re Looking For

• Bachelor’s degree in Industrial Engineering, Business Administration, Management Engineering, MIS or related fields
• 5–10 years of experience in business process design, BPM or transformation initiatives
• Experience in banking, fintech or financial services environments
• Strong knowledge of process modeling methodologies (BPMN, process mapping, customer journey mapping)
• Experience with Lean, Agile, Six Sigma or continuous improvement methodologies
• Experience in digital banking, large-scale service environments or operational transformation initiatives is highly preferred
• Strong analytical thinking and problem-solving capabilities
• Ability to coordinate multiple stakeholders and cross-functional initiatives
• Strong communication and presentation skills
• Advanced English proficiency

Join Us

Working at ColendiBank means building a bank that is still taking shape. Teams are small, decisions rely on data, and each person's work is visible across retail, SME and service model banking. Whether your background is in technology, product, risk, compliance or customer experience, you will have real ownership and the chance to grow with the bank.

ColendiBank is an equal opportunity employer and is committed to an inclusive workplace for all employees.