Senior Specialist - Customer Journey, İstanbul | Koç Kariyerim

What awaits you in this role?

We are looking for a passionate Senior Specialist – Customer Journey who will join our team at Customer Experience Design & Analytics Directorate in Arçelik Türkiye.

• Conduct customer journey actions program management,
• Follow the progress and ensuring implementations of customer journey actions,
• Report the status to management and related parties,
• Support customer journey projects,
• Map “as is” and “to be” customer experience & related processes,
• Identify pain points / improvement areas & solutions based on voice of customer analysis and field observations with using both qualitative and quantitative methods,
• Prepare customer journey reports & presentations,
• Work closely with related teams to conduct both new journeys and actions program management.

The position is located in Kadıköy, İstanbul.

How do we describe the perfect match?

• Bachelor's Degree in Management Engineering, Industrial Engineering, Business Administration or in related fields,
• Min 3 years of experience in Project Management, Business/Process Development, Customer Experience, CRM or related departments,
• Having experience in customer journey mapping an/or project management is a plus,
• Interest of customer experience, process development, design thinking, program management methodologies,
• Strong knowledge of MS Office programs and presentation skills,
• Analytical thinking skills and successful problem-solving abilities,
• Attentive, meticulous and practical,
• Excellent verbal and written skills in English,
• Flexible and open to new perspectives and diversity,
• A great team player with a self-initiative mindset,
• Being open to communication is always our priority.