Customer Experience Development Professional at Trendyol

Team: Customer & Seller Experience Development

About the Team

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

About the Role

As a Customer Experience Development Professional you will be at the forefront of improving our end-to-end customer journey with NPS and quality focus. Your primary responsibility will be to act as the voice of the customer, drawing experience maps to identify pain points, designing proactive solutions and govern company-wide experience projects. You will also be responsible for interpreting and synthesizing customer feedback from various resources. By regularly analyzing KPIs like NPS and quality metrics, you will create and update guidelines, ensuring we continuously enhance the customer experience and sustain "customer first" cultural focus across company.

Responsibilities

Design, develop and document E2E customer journeys for new products and platform features as well as revisiting existing journeys periodically to revise them according to the emerging customer needs.

Continuously analyze and identify journey pain points, define root causes and address solutions to those processes in a preventive/proactive manner.

Follow customer experience best practices (local & global) and new technologies (i.e AI) to develop projects that will further improve E2E customer journeys.

Govern company-wide experience projects, lead and engage cross-functional teams to sustain customer experience focus.

Prepare monthly voice of customer reports including NPS analysis, Contact Centre KPIs, Operational KPIs and share with other parties; act as an advocate for the customer by placing them at the forefront of all problem solving and decision-making processes

Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research)

Create and update guidelines/procedures for Customer Experience Department

Also responsible for tracking operations and quality KPIs to develop support journey improvement projects together with Call Centre operations, Quality and Training teams

Expected Qualifications

Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Master's degree is a plus

Minimum 3 years of experience in service sectors e.g. e-commerce, banking and telecom. E-commerce experience is a plus

Experienced in customer experience, process development, information technology, digital channels and project management

Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems

Exceptional communication, persuasion and team working skills

Able to work within a dynamic and fast-paced environment

Excellent verbal, written and presentation skills in English

Customer Experience Development Professional

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