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.

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