Customer Experience & Process Designer

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

Job summary

ColendiBank is seeking a Customer Experience & Process Designer to design and optimize end-to-end banking processes with a focus on efficiency, scalability and customer experience. Collaborate with Business Process Design, UX/UI, Service Design, product, technology and operations to build scalable, resilient digital banking operating models and seamless customer journeys across the organization.

You will help translate business needs into optimized flows that scale with growing transaction

Qualifications

• 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)
• 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

Process design

BPM

Transformation

Lean

Agile

Six Sigma

Customer journey mapping

Stakeholder coordination

Analytical thinking

Communication skills

Education

Bachelor’s degree in Industrial Engineering / Business Administration / Management Engineering / MIS

Job description

ColendiBank is Türkiye's first AI-powered digital native universal deposit bank, pioneering the integration of advanced technology with accessible financial services. Officially launched in 2024 following the acquisition of a coveted digital banking license, the bank caters to individuals and SMEs with a focus on micro credit and innovative deposit services. As a fully digital institution, ColendiBank leverages a cutting-edge, scalable core banking platform to deliver seamless, secure, and user-friendly experiences. Its commitment to innovation positions it as a leader in redefining digital banking in 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 methodologiesExperience 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

At ColendiBank, you’ll play a key role in redefining the retail banking experience. We offer opportunities for professional growth in a collaborative, inclusive environment, contributing to a pioneering journey in the digital banking landscape.

Become a core part of our journey. Join ColendiBank as we build the future of digital banking.

ColendiBank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.