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Trendyol

Posted 3 months ago

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Delivery Customer Experience Development Professionals

Kocaeli / ÇayırovaHybridFull-time

AI Summary

Defines and optimizes the end-to-end delivery experience strategy, measures delivery-related CX KPIs, maps customer journeys, and drives cross-functional improvements with IT, Operations, and Business Development to close gaps in the delivery process.

About this role

About the Team
At Trendyol Operations, we optimize systems, enhance efficiency, and harness technology to deliver seamless e-commerce experiences. From robotics to automation, we leverage cutting-edge solutions to meet the needs of millions. We work cross-functionally with teams across the business, turning ambitious goals into reality through data, speed, and teamwork. In a culture that values ownership, impact, and inclusivity, we grow together — as individuals and as a team.

About the Role
In this role, you will be responsible for defining and optimizing the end-to-end delivery experience strategy. You will actively measure, monitor, and analyze key Customer Experience (CX) KPIs, utilizing customer journey mapping and feedback synthesis from various sources to identify major pain points and root causes. The role requires you to drive continuous improvement by developing new projects based on best practices and collaborating closely with internal teams (IT, Operations, Business Development) to ensure gaps in the delivery process are effectively closed.

Responsibilities

  • Develop a delivery experience plan and aid our internal teams and delivery partners in meeting their goals
  • Measure, monitor and analyze delivery related customer experience KPIs and detect customer needs, pain points and root causes for both existing and potential customers
  • Identify personas and map customer journeys to identify gaps in as-is and to-be journeys across all touchpoints, and create preventive actions for delivery process pain points
  • Research and follow customer experience trends & best practices, develop projects that will improve the delivery experience journey
  • Interpret and synthesize customer feedbacks from various sources (surveys, operational data, contact center data, social media etc.)
  • Work with internal teams (CX, IT, business development etc.) to ensure that gaps in the delivery experience are filled

    • Expected Qualifications

  • Bachelor’s degree from reputable universities (engineering, business administration, economy, etc.)
  • Project management experience is a must
  • Masters degree is a plus
  • Minimum 2 years of experience in service sectors e.g. e-commerce, logistics
  • E-commerce experience is a plus
  • Customer and solution-oriented
  • Completed military service for male candidates.

    • Skills

    Cross-functional CoordinationCustomer Experience TrendsCustomer Journey MappingData SynthesisDelivery Operations OptimizationKPI AnalyticsOperational Data AnalysisPersona DevelopmentProcess OptimizationProject ManagementRequirements GatheringRoot-cause AnalysisStakeholder CollaborationSurveys And Feedback AnalysisTouchpoint Analysis

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