Senior CX & Service Design Lead

Aktif Bank; Şişli; On-site; TRY 400,000 - 700,000; Full time

Job summary

Aktif Bank is seeking a Customer Experience Manager to lead end-to-end CX strategy and cross-functional projects across banking channels. You will drive CX journeys, measure NPS/CSAT/CES, and translate insights into tangible improvements for digital and offline touchpoints.

The role requires a strong background in CX, design thinking, and analytics, with excellent English communication and stakeholder coordination. A proactive, results-oriented mindset is essential.

Qualifications

• Bachelor’s degree in Engineering, Business Admin, Economics or Statistics
• Min 5 years in Customer Experience, business development, process development or marketing in relevant sectors
• Strong written and spoken English
• Experience in end-to-end service design for banking, e-commerce, fintech or telco
• Knowledge of CX journey map design and UX/UI processes
• Experience with Design Thinking methodologies
• Proactive, innovative, trend-driven and analytical
• Strong communication and teamwork skills
• Ability to plan, organize and follow up
• Familiarity with AI-driven CX solutions and predictive analytics

Responsibilities

• Forecast market changes and align CX strategy with digital expectations
• Lead CX projects and ensure cross-functional collaboration across CRM, Call Center, and IT
• Drive end-to-end customer experiences across channels
• Measure and improve CX metrics (NPS, CSAT, CES)
• Advance channel development for seamless digital experiences
• Conduct qualitative and quantitative customer research and benchmarks
• Identify pain points via Voice of Customer and implement action plans
• Improve online and offline customer experiences across touchpoints
• Redesign and develop end-to-end journeys using Design Thinking
• Analyze CX data and partner with units to implement improvements
• Manage CX projects to enhance bank products and services
• Track global and local best practices regularly
• Foster a customer-centric culture within the organization
• Support marketing decisions with customer insights and business needs

Skills

Customer experience

CX strategy

Process design

Design Thinking

UX/UI processes

Analytics

Cross-functional teamwork

MS Office

Project management

Digital channels

Predictive analytics

Education

Engineering / Business / Economics / Statistics degree

Tools

MS Office

Job description

Aktif Bank is seeking a Customer Experience Manager to lead end-to-end CX strategy and cross-functional projects across banking channels. You will drive CX journeys, measure NPS/CSAT/CES, and translate insights into tangible improvements for digital and offline touchpoints.

The role requires a strong background in CX, design thinking, and analytics, with excellent English communication and stakeholder coordination. A proactive, results-oriented mindset is essential.