Digital Banking Experience Manager

3 days ago


Fatih, Istanbul, Turkey ColendiBank Full time
Customer Support Channel Experience Manager

About Us

We are ColendiBank, a digital-native deposit bank that aims to revolutionize the banking sector with our AI-first approach. Our mission is to become a leader in Turkey's digital banking landscape and a global digital bank originating from Turkey.

We are seeking a Customer Support Center Channel Experience Manager for our growing core team in Istanbul. This role involves analyzing customer feedback, monitoring support center performance, and collaborating with teams to enhance automation and digital support solutions.

  • Analyze customer experience through the customer support center and provide actionable improvement recommendations.
  • Review call center performance data to identify actions that will enhance the overall customer experience.
  • Coordinate with relevant teams to enable process improvements based on customer feedback.
  • Analyze customer complaints and requests to optimize operational processes in the support center.
  • Prepare reports on support center experiences and present them to senior management.

Key Responsibilities:

  1. Monitoring support center performance.
  2. Enhancing automation and digital support solutions.
  3. Collaborating with teams to improve customer experience.
  4. Analyzing customer complaints and requests.
  5. Preparing reports on support center experiences.

What We're Looking For:

  • Bachelor's degree graduate in Business Administration, Communication, Industrial Engineering, or a related field.
  • Minimum 5 years of experience in customer complaint management, call centers, or back-office operations within the banking sector.
  • Strong analytical thinking skills with a data-driven approach.
  • Proficient in MS Office programs.
  • Excellent communication and coordination skills.

We offer opportunities for professional growth and the chance to be part of a committed team aiming to make a difference in the digital banking landscape.


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