CX Assistant Manager

3 days ago


Fatih, Istanbul, Turkey Odea Bank sa Full time
  • Min 5+ years of experience in a CX Insight Analyst or similar role.
  • Strong proficiency in Python and SQL for data analysis and reporting.
  • Having strong knowledge of persona analysis, customer journey mapping and design thinking methodology preferably in Banking & Finance sector.
  • Collaborate with cross-functional agile teams and outsource consultants, to ensure a cohesive and customer-centric approach in decision-making processes.
  • Strong communication and presentation skills to effectively convey findings to technical and non-technical stakeholders.
  • Familiarity with customer experience technologies and tools.
  • Experience in quantitative and qualitative research methodologies.
  • Ability to work collaboratively in a team environment and manage multiple priorities.
  • Solution oriented, analytical thinking and research skills.
  • Strong leadership and project management skills.
  • Strong command of written and verbal English.

Job Descriptions

  • Analyze customer feedbacks and share the insights obtained with relevant individuals / teams in understandable, actionable formats and monitor CX related KPIs such as NPS, CSAT, CES.
  • Utilize Python and SQL to extract, manipulate, and analyze large datasets.
  • Monitor customer feedback and complaints daily, maintain communication with Sales Management, Contact Center, Product, and Segment teams for customers requiring immediate action, and establish an alert system.
  • Develop and maintain dashboards and reports for CX metrics, ensuring accurate and timely delivery of insights to stakeholders.
  • Work closely with Product, Segment and UX teams to translate insights into tangible actions and improvements across various customer touchpoints.
  • Lead and support journey mapping processes, collaborating with cross-functional teams to optimize end-to-end customer journeys.
  • Monitor and evaluate the impact of CX initiatives and provide recommendations for continuous improvement.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Finance

Industries

Banking

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