Customer Experience Manager

7 days ago

Istanbul, Istanbul, Turkey getirfinans Full time ₺120,000 - ₺240,000 per year

getirfinans
operates within Banking as a Service model, having established partnerships with players at banking sector.

What You'll Do

  • Play a key role in shaping the customer strategy of GetirFinans and act as the guardian of all actions that impact our customers.
  • Lead end-to-end service design processes by mapping user flows and customer journeys to ensure a seamless and consistent experience.
  • Use design thinking methodologies to ideate, validate and deliver new projects that address customer needs and create real value.
  • Define, manage and continuously improve customer satisfaction methods & metrics (CSAT, NPS).
  • Analyze customer complaint trends, identify root causes and drive corrective actions with cross-functional teams.
  • Prepare Voice of Customer, NPS and insight reports regularly and represent the customer perspective in problem-solving and decision-making processes.
  • Interpret and synthesize customer feedback from multiple sources (surveys, operational data, contact center output, social media, research).
  • Work closely with UX and UI teams to ensure end-to-end alignment between design elements and overall experience.
  • Own Contact Point KPIs including call center performance, training quality, social media response management and other customer-facing touchpoints.

What You'll Bring

  • Bachelor's degree in Engineering, Business Administration, Economics or related fields; Master's degree is a plus.
  • Minimum 6 years of experience in customer experience, service design, process development or digital channels in service industries (e-commerce, banking, fintech, telecom).
  • Solid understanding of digital banking, mobile apps, Open Banking, neo-banks, and Banking-as-a-Service (BaaS) models.
  • Strong command of service design and design thinking methodologies, with the ability to turn insights into strategies.
  • A customer-centric mindset with the ability to identify pain points and drive organization-wide improvements.
  • Exceptional communication and stakeholder management skills across all levels.
  • Proficiency in MS Office tools.
  • Strong command of English.

Diversity makes us stronger. Our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other. We're proud to strive for a genuinely diverse and inclusive workplace. We know we can do better though. That's why we hire and promote people with equity and equality in mind.

We will process your personal data as part of our recruitment procedures. To find out more, please consult our
Candidate Privacy Notice.

  • Senior Software Engineer

    7 days ago

    Istanbul, Istanbul, Turkey Customer Experience Ltd. Full time ₺60,000 - ₺120,000 per year

    Position SummaryCustomer Experience Ltd. is seeking a skilledGenesys Engage Developer / Engineerto support and enhance large-scale contact center environments.This role involves configuring and maintaining Genesys systems, developing custom integrations, and ensuring service continuity across multiple enterprise platforms.ResponsibilitiesConfigure and...

  • Customer Experience

    7 days ago

    Istanbul, Istanbul, Turkey MAD Parfumeur Full time ₺60,000 - ₺80,000 per year

    About UsMad Parfumeur is one of the leading players in the Turkish perfume and cosmetics industry. We are currently seeking an experiencedCustomer Experience (CRM) Managerto join our dynamic team in Istanbul. This position will oversee the full spectrum of customer experience management, covering both physical stores and digital sales channels (D2C). Under...

  • Deputy Manager Customer Experience

    6 days ago

    Istanbul, Istanbul, Turkey PVH Corp. Full time ₺120,000 - ₺240,000 per year

    Design Your Future at PVHDeputy Manager Customer Experience & Sales (Zorlu)Be part of an iconic story.PVH is the growth platform for Calvin Klein and TOMMY HILFIGER. Through driving brand strength and relevance, we are connecting our global, iconic brands closer to where the consumer is going than ever before, today and with future generations. Guided...

  • Customer Experience Specialist

    7 days ago

    Istanbul, Istanbul, Turkey Transsion Full time ₺30,000 - ₺60,000 per year

    TheCustomer Experience Specialistis responsible for monitoring and enhancing customer satisfaction and loyalty across all service touchpoints. This role ensures consistent delivery of high-quality service, drives continuous improvement initiatives, and supports local teams in achieving customer experience goals.Key ResponsibilitiesMonitor Customer...

  • Customer Experience Specialist

    7 days ago

    Istanbul, Istanbul, Turkey Transsion Full time ₺30,000 - ₺60,000 per year

    About the company:A subsidiary of the Chinese group Transsion Holdings is one of China's biggest mobile phone makers and a major global player with a presence in more than 70 markets across the world, especially in the African and South Asian markets.TheCustomer Experience Specialistis responsible for monitoring and enhancing customer satisfaction and...

  • Van Customer Experience

    7 days ago

    Istanbul, Istanbul, Turkey Mercedes-Benz Otomotiv Full time ₺50,000 - ₺100,000 per year

    Job DescriptionDevelop and manage CRM communication campaigns across sales, after-sales, used car, and finance operationsCoordinate and enhance communications with both potential and existing customers, while analyzing and reporting sales performance resulting from these interactionsStrengthen customer relationships to increase brand awareness and loyalty...

  • Customer Experience Operations Unit Manager

    7 days ago

    Istanbul, Istanbul, Turkey Multinet | UP Full time ₺80,000 - ₺150,000 per year

    Discover Multinet UpStarting its operations in 1999 with a meal card solution developed to meet the lunch needs of office workers, and becoming a subsidiary of the French Up Group in 2010, we are now a group serving in dozens of different areas.Institutions that choose our solutions gain significant advantages in cost efficiency and operational effectiveness...

  • Customer Experience Executive

    6 days ago

    Istanbul, Istanbul, Turkey Unilever Full time €40,000 - €80,000 per year

    Unilever is currently hiring for Customer Experience ExecutiveFunction: Supply ChainReports to: Customer Service ManagerScope: LocalLocation: Ümraniye Head Office- İstanbulTerms & Conditions: Full TimeAbout UnileverWith 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work...

  • Customer Manager

    7 days ago

    Istanbul, Istanbul, Turkey Trelleborg Sealing Solutions Full time €30,000 - €60,000 per year

    Company DescriptionTrelleborg Sealing Solutions is a global leader in the development, manufacturing, and supply of precision seals, bearings, and polymer components. With expertise spanning over 70 years, we serve a diverse range of industries, including aerospace, healthcare, automotive, and renewable energy. Our innovative solutions combine advanced...

  • Customer Experience Data Scientist

    7 days ago

    Istanbul, Istanbul, Turkey Allianz Full time ₺250,000 - ₺450,000 per year

    How can you make an impact?Bachelor's degree in Engineering, Mathematics, Statistics, or related fieldsMinimum 2 years of experience in Customer Data Analytics, Business Intelligence, Reporting, Data Modeling, and ETL solutions/projectsProficient in relational database concepts and languages such as SQL, TSQL, PL/SQLExperience or knowledge in Big Data and...