Customer Experience Development Professional
Trendyol Group
full-time
Posted on:
Location Type: Hybrid
Location: Bucharest • Romania
Visit company websiteExplore more
About the role
- 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.
Requirements
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer journey mappingdata analysisKPI monitoringmarket benchmarkingprocess designservice designproject managementquality controlcustomer experience guidelinesoperational metrics
Soft Skills
analytical mindsetcustomer-driven mindsetverbal communicationwritten communicationpresentation skillscollaborationadvocacyproblem-solvingattention to detailinterpersonal skills
Certifications
Bachelor’s degreeMaster’s degree