Customer Experience Associate/Manager

Burgan Bank Türkiye

Established in 1977 as a subsidiary of KIPCO Group (Kuwait Projects Company), Burgan Bank Group is one of the banks with the largest network of branches in MENAT (Middle East & North Africa, Turkey). With a particular focus on corporate clients, financial organizations and private banking, the Bank stands out as a rapidly growing brand in the fields of retail and private banking.

At Burgan Bank Turkey, we have been expeditiously keeping up with the dynamism of today’s constantly changing and advancing world, turning innovations into opportunities since 2013. We have a team of people who establishes sincere and sustainable relations based on trust and using their experience and expertise to add to the skills of each other, and this very team always works in harmony in line with our corporate values “being us, dynamism and winning”.

Employee satisfaction comes first for us in achieving our targets as this is what is needed to strengthen the efforts and performance of the team. We give all our newly hired employees the message “Burgan stands by you” to make them feel themselves part of our family from day one. Moreover, we at all times support our employees in their career, development, future and life journey by providing them with all kinds of training sessions, seminars and beneficial practices.

If you would like to be a part of this team, we welcome your application to our Customer Experience Associate/Manager posting to be assigned in the Organization and Process Management Department.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Graduated from Business, Economics or Engineering departments of universities
• Design end to end customer journeys together with relevant teams according to  customer insights,
• Develop projects that will improve the customer experience and follow up the actions be taken by the other teams
• Very good command of English,
• At least 2 years of experience in Customer Experience.
• Good knowledge banking products/services and new banking trends
• Ability to report and interpret data,    
• Know how to use the "Alterna" or similar Customer Experience Tools application, which is preferably a survey management program,
• Can work in a planned manner in coordination with the Business Departments
• Can work in compliance with the bank and legal regulations,
• Microsoft Office, especially if you can use Excel well,
• Good communication skills, flexible and adaptable,
• Successful in business follow-up and conclusion,
• Have developed analytical thinking and problem solving skills, 

JOB DESCRIPTION

•  Ensuring the necessary control and coordination for the design of the bank's product/service processes with a customer-oriented perspective from the outside,
• Designing processes and customer experience journeys with business lines to improve and enrich the customer experience at customer touch points,
• Working with business lines to implement measurement methods to analyze customer satisfaction, creating satisfaction trend analyzes, regular monitoring and reporting of measurement results,
• Monitoring the business line actions to be taken in customer experience improvement studies, ensuring the necessary coordination and reporting,