Customer Experience Specialist

Qnb Sağlık Hayat ve Emeklilik A.Ş.

Qualifications:

• Minimum bachelor’s degree in engineering, business administration or related fields,
• 2-5 year experience in Customer Experience Management/Innovation or other related fields (Insurance Industry/Advisory background is an asset)
• Knowledge of Customer Journey Mapping, Customer Experience Measurement, Customer Researches (CX/Service Design Certifications is a plus)
• Customer focused with a strategic point of view,
• Have good analytical and communication skills,
• Strong knowledge of MS office programs, (SQL and SAS knowledge is a plus)
• Enthusiastic, problem solver, team player and self-starter

Key responsibilities under the role include:

• Measure, monitor and analyze customer experience KPIs; NPS, CSAT, CES, etc. and detect customer needs, pain points and root causes for both existing and potential customers
• Design, execute, and analyze regular / ad-hoc customer researches to measure customer experience/operational excellence and recommend opportunities for improvement
• Execute the inner/outer loop cycles with respect to the CX Governance Model, organizing regular CX Steer-co and follow up the action points.
• Work with internal product development, sales, finance, operations, IT teams, etc. to ensure that gaps in the customer experience are filled
• Identify personas and map customer journeys to determine the gaps in as-is and to-be journeys across all touchpoints, design preventive actions for pain points in customer delivery processes
• Create communication content and structure programs in order to emphasize customer centricity and innovation culture across company
• Research and follow customer experience trends & best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams