Senior Customer Experience Architect

Trendyol Group; Fatih; Hybrid; TRY 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work model

FlexBenefits budget

Wellbeing program

Training allowance

Ownership from day one

International team

Growth opportunities

Job summary

TrendPay and Trendyol Group seek a Customer Experience professional to design end-to-end customer journeys, analyze pain points, and lead cross-functional teams to elevate the customer experience. You will prepare VOC reports, interpret feedback, and drive initiatives with Call Centre, Quality and Training teams.

The role offers a hybrid work model, a customizable FlexBenefits budget, comprehensive wellbeing support, annual training budgets, ownership from day one, and participation in an

Qualifications

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus.
• Excellent verbal, written and presentation skills in English.
• Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems.
• Exceptional communication, persuasion and team working skills.

Responsibilities

• Design, develop and document E2E customer journeys for new products and platform features and revisit existing journeys periodically.
• Analyze journey pain points, identify root causes and address solutions proactively.
• Follow customer experience best practices and new technologies to improve E2E journeys.
• Govern experience projects, lead cross-functional teams to sustain customer experience focus.
• Prepare monthly voice of customer reports including NPS, Contact Centre KPIs, and share with stakeholders.
• Interpret customer feedback from surveys, data, social media and research.
• Create and update guidelines for the Customer Experience Department.
• Track operations and quality KPIs to develop improvement projects with Call Centre, Quality and Training teams.

Skills

Excellent communication

English proficiency

Analytical mindset

Team collaboration

Customer-centric

Education

Bachelor's degree in engineering, business or economics

Job description

TrendPay and Trendyol Group seek a Customer Experience professional to design end-to-end customer journeys, analyze pain points, and lead cross-functional teams to elevate the customer experience. You will prepare VOC reports, interpret feedback, and drive initiatives with Call Centre, Quality and Training teams.

The role offers a hybrid work model, a customizable FlexBenefits budget, comprehensive wellbeing support, annual training budgets, ownership from day one, and participation in an