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Trendyol

Posted 2 months ago

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Customer Experience Development Professional

BucharestOn-siteFull-time

AI Summary

Customer Experience Development Professional focuses on enhancing end-to-end customer journeys, tracking KPIs like NPS, and turning feedback into actionable improvements across multiple teams.

About this role

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.

As a Customer Experience Development Professional, you will be central to enhancing the end-to-end customer journey with a focus on NPS and quality. You will act as the voice of the customer, mapping experiences, identifying pain points, and turning feedback into actionable improvements. Your role combines proactive solution design, competitor benchmarking, and KPI tracking to ensure a continuous “customer-first” approach across the company.

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.

    • Expected Qualifications

  • Bachelor’s degree (Engineering, Business Administration, Economics); Master’s is a plus.
  • 2 -7 years of 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.
  • Experience in process design, project management, or service design is a plus.

    • Skills

    Call Center QualityCODCompetitor BenchmarkingCustomer Experience GuidelinesCustomer Feedback AnalysisCustomer Journey MappingData AnalysisNPSOperational MetricsProcess DesignProject ManagementPUDOQuality KPIsReturnsStakeholder CollaborationSurvey Interpretation

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