End-to-End CX & Insights Manager

Midas; Fatih; On-site; TRY 60,000 - 90,000; Full time

Job summary

Midas is seeking a Customer Intelligence Manager to optimize end-to-end user journeys and deliver high-quality experiences across all touchpoints. You will translate user feedback into actionable insights, drive improvement initiatives, and collaborate with cross-functional teams to align products and services with user expectations.

You will develop KPIs, monitor the impact of enhancements, and manage customer support escalations while identifying trends to prevent future issues.

Qualifications

• Proven experience in customer experience, operations, or a similar role, preferably in fintech or a fast-paced, growth-oriented environment.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Exceptional communication and collaboration skills to work across diverse teams.
• Ability to manage multiple projects, prioritize tasks effectively, and deliver results under tight deadlines.
• An user-focused mindset with creative problem-solving skills.

Responsibilities

• Lead initiatives to optimize end-to-end user journeys, ensuring consistent, high-quality experiences across all touchpoints.
• Analyze user feedback and behavioral data to identify pain points, develop actionable insights, and implement improvements.
• Collaborate with cross-functional teams to align product and service delivery with user expectations.
• Develop and monitor KPIs to measure the impact of experience enhancements and track progress.
• Manage customer support escalations, ensuring timely and effective resolution while identifying trends to prevent future issues.

Skills

Customer experience

Analytical skills

Communication

Collaboration

Job description

Midas is seeking a Customer Intelligence Manager to optimize end-to-end user journeys and deliver high-quality experiences across all touchpoints. You will translate user feedback into actionable insights, drive improvement initiatives, and collaborate with cross-functional teams to align products and services with user expectations.

You will develop KPIs, monitor the impact of enhancements, and manage customer support escalations while identifying trends to prevent future issues.