Senior CX Strategist – Banking & FinTech Insights

TOM; Fatih; Vor Ort; TRY 350.000 - 550.000; Vollzeit

Zusammenfassung

TOM Bank is seeking a Customer Experience Specialist to map end-to-end journeys, analyze feedback, and drive customer-centric improvements across products and services. You will monitor CX metrics such as NPS, CSAT, and CES, and translate insights into concrete recommendations for cross-functional teams.

The role emphasizes data interpretation, VoC practices, and strong communication to enhance the customer experience in a leading Turkish digital bank environment.

Qualifikationen

• Bachelor’s degree in Business Administration, Engineering, Statistics or related field
• At least 4 years of experience in customer experience, customer insights, digital products, service design, research or related field
• Experience in banking, financial services or fintech is a strong plus
• Strong analytical skills, with the ability to interpret customer feedback and data
• Good understanding of customer experience measurement methodologies, journey mapping and VoC practices
• Ability to identify customer pain points and translate insights into clear, actionable recommendations
• Strong communication, collaboration and presentation skills across cross-functional teams

Aufgaben

• Map and analyze end-to-end customer journeys, identify pain points and opportunities for improvement
• Monitor CX measurement activities (NPS, CSAT, CES, feedback)
• Analyze feedback from surveys, complaints, contact center interactions and digital channels
• Translate insights into actionable recommendations and improvement initiatives
• Monitor CX KPIs and prepare reports and presentations for data-driven decisions
• Identify recurring issues, contribute to root-cause analysis and track actions to completion
• Collaborate with cross-functional teams to drive CX improvements and support implementation of customer-centric solutions

Kenntnisse

Analytical skills

VoC practices

Communication skills

Cross-functional collaboration

Presentation skills

Banking/Fintech domain

Data interpretation

Ausbildung

Business Administration

Engineering

Statistics

Jobbeschreibung

TOM Bank is seeking a Customer Experience Specialist to map end-to-end journeys, analyze feedback, and drive customer-centric improvements across products and services. You will monitor CX metrics such as NPS, CSAT, and CES, and translate insights into concrete recommendations for cross-functional teams.

The role emphasizes data interpretation, VoC practices, and strong communication to enhance the customer experience in a leading Turkish digital bank environment.