Senior Touchpoint Experience Executive

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)

At Pluxee, we are redefining the world of employee experience and benefits, opening doors to a new world where employees can fully embrace everything that matters to them. With innovative, diverse, and digital solutions, we support 36 million employees in 31 countries, enhancing their well-being both in and beyond their work lives. We create personalized experiences that add meaningful value, offering more purchasing power, greater well-being, and better choices for individuals and their families.

Our exciting, new, digital brand dedicated to employee happiness is built on over 30 years of experience in Turkey. We design our products and services to add more value to people's lives in various areas, from food and dining to culture, gifts, health, and mobility. Today, we contribute to increasing the purchasing power and well-being of over 1.5 million consumers. We accompany over 30,000 corporate customers in Turkey, helping them make meaningful connections with their employees. Every day, we make life easier for 120,000 different member businesses.

Drawing strength from our historic ties with Sodexo, we prioritize creating social value. With over 200 employees, we offer our customers, consumers, member business network, and partners the opportunity to make more responsible and sustainable choices every day.

As Pluxee Turkey, formerly Sodexo Benefits, we open doors to a new world for 500,000 customers and their 36 million employees across 31 countries, ensuring they can fully embrace everything that matters in their lives.

Are you ready to shape the world of employee experience and benefits with us?

For more information: www.pluxeegroup.com

We believe great customer experiences happen across every interaction.

We're looking for a Senior Touchpoint Experience Executive to own and continuously improve the experiences of millions of consumers across our key touchpoints, including Customer Care, Mobile App, Chatbot, WhatsApp Business, social media, and other digital channels.

In this role, you will act as the Voice of the Customer, turning customer insights, feedback, and performance data into initiatives that make customer interactions simpler, faster, and more satisfying.

What you'll do

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

What we're looking for

• 5+ years of experience in CX, Customer Journey Management, Digital Experience, Customer Success, or Contact Center Performance.
• Strong analytical skills and experience working with CX metrics and customer insights.
• Exposure to digital channels, contact centers, social media, and self-service solutions.
• Experience collaborating with multiple stakeholders to deliver customer-focused improvements.
• Passion for creating better customer experiences through data, insight, and action.

Why join Pluxee?

You’ll have the opportunity to shape the experience of millions of consumers, influence digital transformation initiatives, and drive meaningful improvements across the entire customer journey.

Be the change. Let's go above and beyond.