Senior CX Experience Lead: Digital Touchpoints & Insights

Pluxee; Fatih; On-site; TRY 500,000 - 900,000; Full time

Job summary

Pluxee Turkey (Formerly Sodexo Benefits) seeks a Senior Touchpoint Experience Executive to own and continuously improve experiences across Customer Care, Mobile App, Chatbot, WhatsApp Business, social media and digital channels.

You will turn customer insights into initiatives that simplify, speed up and enrich interactions while acting as the Voice of the Customer across Agile squads and product initiatives.

Qualifications

• 5+ years in CX, Customer Journey Management, or related fields.
• Strong analytical skills with CX metrics and insights.
• Experience across digital channels and contact points.
• Proven ability to collaborate with multiple stakeholders.

Responsibilities

• Monitor CX KPIs across consumer touchpoints and channels.
• Analyze feedback, complaints, drivers, and pain points.
• Identify and prioritize opportunities to improve satisfaction.
• Collaborate with Digital, Product, Tech and Customer Service teams.
• Represent customer needs in Agile squads and development efforts.
• Track CSAT, CES, NPS and service performance indicators.
• Foster a customer-centric mindset across the organization.

Skills

CX metrics

Data analysis

Stakeholder collaboration

Agile / cross-functional

Voice of the customer

Job description

Pluxee Turkey (Formerly Sodexo Benefits) seeks a Senior Touchpoint Experience Executive to own and continuously improve experiences across Customer Care, Mobile App, Chatbot, WhatsApp Business, social media and digital channels.

You will turn customer insights into initiatives that simplify, speed up and enrich interactions while acting as the Voice of the Customer across Agile squads and product initiatives.