Customer Experience Specialist / Senior Specialist

TOM; Fatih; Presencial; TRY 350.000 - 550.000; Jornada completa

Descripción de la vacante

TOM Bank is seeking a Customer Experience Specialist to map end-to-end journeys, analyze feedback, and drive customer-centric improvements across products and services. You will monitor CX metrics such as NPS, CSAT, and CES, and translate insights into concrete recommendations for cross-functional teams.

The role emphasizes data interpretation, VoC practices, and strong communication to enhance the customer experience in a leading Turkish digital bank environment.

Formación

• Bachelor’s degree in Business Administration, Engineering, Statistics or related field
• At least 4 years of experience in customer experience, customer insights, digital products, service design, research or related field
• Experience in banking, financial services or fintech is a strong plus
• Strong analytical skills, with the ability to interpret customer feedback and data
• Good understanding of customer experience measurement methodologies, journey mapping and VoC practices
• Ability to identify customer pain points and translate insights into clear, actionable recommendations
• Strong communication, collaboration and presentation skills across cross-functional teams

Responsabilidades

• Map and analyze end-to-end customer journeys, identify pain points and opportunities for improvement
• Monitor CX measurement activities (NPS, CSAT, CES, feedback)
• Analyze feedback from surveys, complaints, contact center interactions and digital channels
• Translate insights into actionable recommendations and improvement initiatives
• Monitor CX KPIs and prepare reports and presentations for data-driven decisions
• Identify recurring issues, contribute to root-cause analysis and track actions to completion
• Collaborate with cross-functional teams to drive CX improvements and support implementation of customer-centric solutions

Conocimientos

Analytical skills

VoC practices

Communication skills

Cross-functional collaboration

Presentation skills

Banking/Fintech domain

Data interpretation

Educación

Business Administration

Engineering

Statistics

Descripción del empleo

About Us

How would you like to be part of TOM Bank, Türkiye’s largest digital bank*?

About Us

How would you like to be part of TOM Bank, Türkiye’s largest digital bank*? With an app rating of 4.8/5, TOM Bank provides its customers with a seamless, easy and With an app rating of 4.8/5, TOM Bank offers its customers a seamless, convenient, and accessible end-to-end banking experience. If you’re passionate about taking customer experience to the next level and winning our customers’ hearts, we’d love to hear from you! Established under Aydın Holding, which is home to well-established brands such as A101, English Home, Eve, and Memorial, TOM Bank has made a remarkable impact on the banking industry in a short time, reaching 12 million users and over 4 million banking customers since its launch. As TOM we are,

• Customer Passionate
• Game Changers
• Smart Efficient
• Super Clear
• The Dream Team

• Based on the number of credit cards. According to June 2026 data from the Interbank Card Center (BKM), TOM Participation Bank is Türkiye’s largest digital bank by number of credit cards.

Customer Experience Specialist / Senior SpecialistKey Responsibilities

• Map and analyze end-to-end customer journeys across products and services, identifying customer pain points, experience gaps and opportunities for improvement.
• Monitor customer experience measurement activities, including NPS, CSAT, CES and transactional feedback.
• Analyze customer feedback collected through surveys, complaints, contact center interactions and digital channels.
• Translate customer insights into actionable recommendations and improvement initiatives.
• Monitor customer experience KPIs and prepare regular reports, analyses and presentations to support data-driven decision-making.
• Identify recurring customer experience issues, contribute to root-cause analysis, and track improvement actions through to completion.
• Collaborate with cross-functional teams to drive customer experience improvements and support the implementation of customer-centric solutions.

What We Are Looking For

• Bachelor’s degree in Business Administration, Engineering, Statistics or a related field.
• At least 4 years of experience in customer experience, customer insights, digital products, service design, research or a related field.
• Experience in banking, financial services or fintech is a strong plus.
• Strong analytical skills, with the ability to interpret customer feedback and data and derive meaningful insights.
• Good understanding of customer experience measurement methodologies, customer journey mapping and Voice of the Customer (VoC) practices.
• Ability to identify customer pain points and translate insights into clear, actionable recommendations.
• Strong communication, collaboration and presentation skills, with the ability to work effectively across cross-functional teams.