Customer Experience Specialist / Executive

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

What You’ll Do

• Support 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 Bring

• Bachelor’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.

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