Customer Experience Development Professional

Responsibilities

• Map customer journeys, identify pain points, and design solutions to improve end-to-end experiences.
• Interpret and synthesize customer feedback from surveys, operational data, contact centers, and social media.
• Monitor key KPIs like NPS and operational metrics, identifying areas for improvement and driving follow-up actions.
• Conduct market and competitor benchmarking, manage test orders, and share sector-specific insights.
• Support process design and improvement for local operations such as PUDO, COD, and returns.
• Create and update customer experience guidelines, procedures, and best practices.
• Oversee quality KPIs for call center agents, supporting quality control and training initiatives.
• Collaborate with cross-functional teams to implement customer-centric projects and advocate for the customer in decision-making.

Requirements

• Bachelor’s degree (Engineering, Business Administration, Economics); Master’s is a plus.
• Extensive (min. 5 years) experience in service sectors such as e-commerce, banking, or telecom; CX background preferred.
• Strong analytical and customer-driven mindset, with the ability to turn insights into action.
• Exceptional verbal, written, and presentation skills in English and Arabic.
• Experience in process design, project management, or service design is a plus.

Preferred Qualifications

• Bachelor’s degree (Engineering, Business Administration, Economics); Master’s is a plus.
• Extensive (min. 5 years) experience in service sectors such as e-commerce, banking, or telecom; CX background preferred.
• Strong analytical and customer-driven mindset, with the ability to turn insights into action.
• Exceptional verbal, written, and presentation skills in English and Arabic.
• Experience in process design, project management, or service design is a plus.

Benefits

• Hybrid working model with flexibility
• Personalised training allowance and learning opportunities
• Responsibility from day one
• A diverse, international team
• Opportunities to grow with the best
• Meaningful connections beyond tasks

About the Company

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.