Service & Process Development Senior Executive

İş Tanımı

Qualifications:

• Bachelor's or Master's degree in Industrial Engineering, Management Engineering, Economics, Statistics, Business Administration, or related fields.
• Minimum 7 years of proven experience in Customer Experience (CX), Process Development, Service Design, or Customer Journey Optimization roles.
• Hands-on experience in customer journey mapping, process modeling, customer data analysis, and end-to-end project management.
• Strong command of Customer Experience metrics (NPS, CSAT, CES, retention rates, etc.).
• Customer-driven mindset with strong analytical thinking and problem-solving skills.
• Excellent command of written and spoken English.
• Exceptional interpersonal and communication skills, with a track record of successfully managing multi-stakeholder processes.
• High level of ownership, self-motivation, and a proactive approach to driving continuous improvement.
• Plus: Knowledge of Design Thinking methodology, Behavioral Science, or experience with CX/VoC technologies.

Key Responsibilities

• Understand customer needs and expectations to design and continuously refine end-to-end journeys, ensuring a consistent and seamless experience.
• Design and develop pre- and post-purchase customer processes across e-commerce (Beymen.com) and face-to-face (physical store) channels."
• Establish, monitor, and report key performance indicators (KPIs) for all processes to evaluate success and identify experience enhancement opportunities.
• Execute end-to-end customer experience projects from ideation to implementation.
• Collaborate closely with cross-functional teams to translate customer insights (VoC) into actionable, high-impact business initiatives.
• Conduct domestic and international sector-agnostic benchmarks to bring industry best practices and innovative trends into the organization.
• Act as a dedicated "Customer Ambassador" within the organization to promote a customer-centric culture