Customer Experience Development Professional at Trendyol Group

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. • Extensive 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. What We Offer - Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model. - Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year. - Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued. - A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment. - Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring. - Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired. Take the Next Step If this role excites you, apply today, we look forward to taking the next step with you. Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.