NPS & CX Optimization Lead

Hepsiburada (NASDAQ: HEPS); Fatih; On-site; TRY 500,000 - 800,000; Full time

Job summary

Hepsiburada seeks a senior analytics professional to design, deploy, and optimize the Net Promoter Score program across our customer experience ecosystem. You will oversee end-to-end survey operations, ensure data integrity, and partner with IT, Product, and Commercial teams to translate feedback into actionable insights.

With 7+ years of experience and strong Excel/MS Office skills, you will track NPS trends, report to product leads, coach CX agents, and help drive improvements across Türkiye's

Qualifications

• Bachelor's degree in Engineering, Business Administration, or equivalent.
• Minimum 7+ years in a role involving reporting and data manipulation.
• Experience collaborating with IT, Product, and Commercial/Sales teams.
• Strong MS Office (Excel) proficiency.
• Strong numerical and analytical skills with attention to detail.
• Excellent verbal, written and presentation skills in English.
• Strong interpersonal and coordination skills.
• Creative thinking and problem-solving abilities.
• Highly self-motivated, flexible and energetic.

Responsibilities

• Design, deploy, and optimize Net Promoter Score (NPS). Oversee survey ecosystem operations and integrity.
• Track, measure, and analyze NPS trends; report to product teams.
• Translate feedback into executive summaries and actionable insights for stakeholders.
• Audit survey workflows, response rates, and feedback channels; monitor CX metrics against benchmarks.
• Deliver targeted feedback and coaching to agents conducting NPS surveys.

Skills

Bachelor's degree

7+ years experience

MS Office Excel

English communication

Analytical skills

Interpersonal skills

Creative thinking

Self-motivated

Education

Bachelor's degree in Engineering or Business Admin

Tools

Excel

Job description

Hepsiburada seeks a senior analytics professional to design, deploy, and optimize the Net Promoter Score program across our customer experience ecosystem. You will oversee end-to-end survey operations, ensure data integrity, and partner with IT, Product, and Commercial teams to translate feedback into actionable insights.

With 7+ years of experience and strong Excel/MS Office skills, you will track NPS trends, report to product leads, coach CX agents, and help drive improvements across Türkiye's