Senior CX Experience Architect

Pluxee; Fatih; On-site; TRY 320,000 - 520,000; Full time

Job summary

Pluxee Turkey seeks a Senior Touchpoint Experience Executive to own and continually improve experiences across Customer Care, Mobile App, Chatbot, WhatsApp Business, social channels and more.

You will act as the Voice of the Customer, turning insights and performance data into initiatives that simplify and speed interactions, delivering measurable improvements across the customer journey.

Qualifications

• 5+ years of experience in CX or related fields.
• Strong analytical skills and experience with CX metrics.
• Exposure to digital channels and contact centers.
• Collaborates with multiple stakeholders to drive improvements.

Responsibilities

• Monitor CX KPIs across all consumer touchpoints.
• Analyze customer feedback, complaints, and journey pain points.
• Identify and prioritize opportunities to improve satisfaction and reduce effort.
• Collaborate with Digital, Product, Technology, and Customer Service teams.
• Represent customer needs within Agile squads and product initiatives.
• Track CSAT, CES, NPS, and service performance indicators.
• Drive a customer-centric mindset across the organization.

Skills

CX

Customer Journey

Digital Experience

Customer Success

Contact Center

Job description

Pluxee Turkey seeks a Senior Touchpoint Experience Executive to own and continually improve experiences across Customer Care, Mobile App, Chatbot, WhatsApp Business, social channels and more.

You will act as the Voice of the Customer, turning insights and performance data into initiatives that simplify and speed interactions, delivering measurable improvements across the customer journey.