Customer Experience Specialist / Executive

getirfinans operates within Banking as a Service model, having established partnerships with players at banking sector.What You’ll DoSupport the development of GetirFinans’ customer strategy and contribute to initiatives that shape the customer experience.Assist in designing user flows and customer journeys to support end-to-end service design efforts.Apply design thinking methodologies to support ideation, problem-solving and project development phases.Track and support customer satisfaction metrics (CSAT, NPS) and share insights regularly.Analyze customer complaints and highlight improvement opportunities to relevant teams.Prepare periodic Voice of Customer and NPS reports by consolidating feedback from surveys, operational data, contact center insights, social media and research.Collaborate with UX and UI teams to ensure customer needs are reflected in project designs.Monitor Contact Point KPIs (call center performance, training quality, social media responsiveness, etc.) and contribute to enhancement ideas.What You’ll BringBachelor’s degree in Engineering, Business Administration, Economics or related fields; Master’s degree is a plus.2–3 years of experience in customer experience, process development, digital channels or project support roles.Experience in e-commerce, banking, fintech or telecom is preferred; digital banking exposure is a plus.Basic knowledge of digital banking, mobile apps, Open Banking, neo-banks and BaaS concepts.Familiarity with service design and design thinking methodologies.A customer-first mindset with strong analytical thinking to interpret pain points and insights.Strong communication and collaboration skills.Proficiency in MS Office tools.Proficiency in 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.