Senior AI-Driven Digital Channels & WhatsApp 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

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.