Digital Assets & Innovation Senior Specialist

QNB Sigorta; Fatih; On-site; TRY 700,000 - 1,100,000; Full time

Job summary

QNB Sigorta is expanding its Digital Assets & Innovation Management team to accelerate digital growth, enhance customer experience, and deploy AI-powered solutions. The Senior Specialist will shape conversational AI, digital channels, and new digital journeys.

You will own end-to-end workstreams from discovery through go-live, collaborating with IT, Product, Marketing, and external partners to ensure scalable, compliant digital offerings for customers in Turkey.

Qualifications

• Strong analytical skills with ability to interpret dashboards and performance metrics.
• Proven ability to manage multiple projects and priorities in fast-paced environments.
• Deep understanding of digital customer journeys, sales funnels, and self-service experiences.
• Experience with GenAI chatbots, NLP, or virtual assistants is preferred.
• Experience with WhatsApp-based customer journeys or conversational solutions is strongly preferred.
• Excellent English communication, both written and spoken.

Responsibilities

• Lead development and optimization of WhatsApp and GenAI chatbot channels.
• Identify and prioritize chatbot, NLP, and automation use cases based on customer needs and business impact.
• Translate requirements into clear conversational journeys with IT and business teams.
• Improve chatbot performance, response quality, and self-service capabilities.
• Drive AI-enabled capabilities like personalization and smart recommendations in digital channels.
• Coordinate content, knowledge sources, and integrations to keep chatbot responses current.
• Manage end-to-end digital initiatives from discovery to go-live.
• Design and improve end-to-end digital customer journeys across sales, onboarding, service, and claims.
• Drive integrations with internal systems, distribution channels, and bancassurance partners.
• Ensure digital solutions are scalable, flexible, and aligned with customer and business needs.
• Lead projects with agile methodologies and maintain ownership from concept to execution.
• Ensure regulatory, data privacy, and information security compliance.

Skills

Analytical skills

Stakeholder management

Project management

Digital journeys

Conversational design

English proficiency

Adaptability

Job description

Digital Assets & Innovation Senior Specialist

• We are expanding our Digital Assets & Innovation Management team as part of our strategic focus on digital growth, customer experience, and AI-driven innovation.


• We are looking for a Senior Specialist who will take an active role in developing and improving our digital platforms, WhatsApp channel, digital sales journeys, and GenAI-powered chatbot solutions.


• This role is ideal for someone with experience in digital product management, conversational AI, or digital channels who can manage multiple workstreams, work effectively with cross-functional teams, and turn business needs into scalable digital solutions.

Key Responsibilities

• Conversational AI & Digital Channels


• Lead the development and continuous improvement of our WhatsApp and GenAI chatbot channels


• Identify and prioritize chatbot, NLP, and automation use cases based on customer needs and business impact


• Work closely with business and technology teams to translate requirements into clear conversational journeys


• Improve chatbot performance, answer quality, customer experience, and self-service capabilities


• Support the integration of AI-driven capabilities such as personalization, smart recommendations, and sales assistance into digital channels


• Coordinate content, knowledge sources, and integrations required to keep chatbot responses accurate and up to date

Digital Product & Customer Journey Management

• Manage digital initiatives from discovery and prioritization through development, testing, and go-live


• Design and improve end-to-end digital customer journeys across sales, onboarding, service, and claims


• Identify, design, and launch new digital features, products, and value propositions


• Manage MVP cycles and contribute to the digital roadmap


• Drive integrations with internal systems, distribution channels, and bancassurance partners


• Ensure that digital solutions are scalable, flexible, and aligned with customer and business needs

Project & Stakeholder Management

• Manage multiple projects and workstreams simultaneously while maintaining clear priorities and timelines


• Work closely with IT, Product, Marketing, Sales, Data, UX/UI, Compliance, Information Security, and external vendors


• Coordinate dependencies, risks, testing, approvals, and delivery across different teams


• Lead projects using agile ways of working and maintain strong ownership from concept to execution


• Ensure compliance with regulatory, data privacy, and information security requirements

Data & Performance Management

• Monitor chatbot and digital channel performance through metrics such as usage, engagement, containment, conversion, response quality, and drop-off rates


• Analyze customer behavior and operational data to identify improvement opportunities


• Translate data insights into clear and actionable recommendations


• Support a continuous test-and-learn approach across digital initiatives

Who You Are

Experience

• Minimum 3 years of experience in digital product management, digital channels, conversational AI, innovation, or a related field


• Hands-on experience managing digital products or platforms from concept to go-live


• Experience with GenAI chatbots, NLP, conversational AI, or virtual assistant solutions


• Experience with WhatsApp-based customer journeys or conversational solutions is strongly preferred


• Experience in insurance, banking, fintech, telecommunications, or e-commerce is preferred


• Experience working with IT teams and external technology vendors


• Strong understanding of agile product and project management practices

Skills

• Strong analytical skills and confidence in interpreting dashboards, customer data, and performance metrics


• Ability to manage multiple projects and priorities in a fast-paced environment


• Good understanding of digital customer journeys, sales funnels, and self-service experiences


• Familiarity with UX/UI and conversational design principles


• Strong stakeholder management, communication, and coordination skills


• Ability to translate business needs into clear and structured requirements


• Professional working proficiency in English

Mindset

• Strong ownership and a hands-on approach


• Customer-focused, curious, and data-driven


• Comfortable working with ambiguity and creating structure


• Passionate about technology, innovation, and AI-enabled experiences


• Collaborative and influential across cross-functional teams


• Proactive, adaptable, and solution-oriented