Customer Experience Specialist / Executive

GetirFinans; Fatih; Sur place; TRY 120 000 - 200 000; Plein temps

Avantages offerts par ce poste

People-first culture

Hands-on learning

Ownership and progression

Fast-growing fintech

Résumé du poste

getirfinans seeks a.Customer Experience professional to translate insights into actionable CX initiatives and map end-to-end journeys with cross-functional teams.

You will track CSAT/NPS, analyze feedback from multiple sources, and drive improvements in digital banking experiences across products and channels.

Qualifications

• Experience in customer experience, process development, or digital channels.
• 2–5 years in service sectors such as e-commerce, banking, or telecom.
• Understanding of digital banking, mobile apps, open banking, and BaaS.
• Ability to translate user insights into practical recommendations.

Responsabilités

• Translate customer insights into actionable initiatives shaping CX strategy.
• Design and improve end-to-end customer journeys by mapping user flows.
• Apply design thinking to support projects addressing customer needs.
• Track and report CSAT, NPS, and other insights for decision making.
• Analyze customer feedback from surveys, data sources, and social media.
• Identify root causes and drive experience improvements with teams.
• Prepare periodic VoC and NPS analyses and present customer perspective.
• Collaborate with product and UX to embed UX principles in projects.
• Monitor cross-touchpoint KPIs and highlight experience gaps.

Connaissances

Communication

Collaboration

Microsoft Office

English

Formation

Bachelor's degree (engineering, business administration, economics, etc.)

Master's degree (plus)

Outils

Microsoft Office Suite

Description du poste

getirfinans operates within Banking as a Service model, having established partnerships with players at banking sector. getirfinans has quickly become a favorite banking mobile application - reaching 1.5 million users and counting; with its daily interest-earning account, low-interest loans, competitive foreign exchange rates, free money transfers, and cards delivered within minutes.

What You'll Do

• Contribute to shaping getirfinans customer experience strategy by translating customer insights into actionable initiatives.
• Contribute to the design and improvement of end-to-end customer journeys by mapping user flows and identifying improvement areas.
• Utilize design thinking methodologies to contribute to ideation and support projects that address customer needs and create value.
• Track and support the management of customer satisfaction metrics (CSAT, NPS) and provide regular insights.
• Analyze and synthesize customer feedback from multiple sources (surveys, operational data, contact center data, social media, customer research) to identify trends and surface improvement opportunities.
• Uncover root causes behind customer feedback and work with relevant teams to drive experience improvements.
• Prepare periodic customer reports (VoC, NPS analyses, etc.) and help represent the customer perspective across teams.
• Collaborate closely with product and UX teams to integrate user experience principles into ongoing projects.
• Monitor customer interaction KPIs across touchpoints and highlight experience gaps.

What You'll Bring

• Bachelor's degree from reputable universities (engineering, business administration, economics, etc.). A master's degree is a plus.
• Experience in customer experience, process development, or digital channels.
• 2-5 years of experience in service sectors such as e-commerce, banking, or telecom. Digital banking experience is a plus.
• Understanding of digital banking, mobile apps, open banking, digital/neo banks, and Banking as a Service (BaaS).
• Knowledge of service design and design thinking methodologies, with the ability to translate user insights into practical recommendations.
• A customer-centered mindset with the ability to identify and analyze pain points.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Proficiency in Microsoft Office programs.
• Proficiency in English.

What getirfinans Offers

• A unique opportunity to work in a people-first startup environment within a fintech business poised to revolutionize the delivery of financial services.
• A hands-on role with strong learning, ownership, and progression potential.
• Dynamic, technology-driven environment with ambitious growth plans.
• Collaborative culture focused on impact, innovation and continuous learning.

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