At QNB Finansbank Customer Experience Office we aim to design smooth experiences for our customers. We monitor NPS/C-Sat scores and customer/employee feedbacks from various channels; understand insights, forecast the obstacles in customer journeys via Machine Learning Algorithms and work with business/channel owners to create solutions while following CX Principles of QNB Finansbank.
We believe in the power of; teamwork, eagerness, and combining analytical thinking with understanding the power of the emotions we create in our customers’ hearths.
This role requires dedication to understanding our bank’s customers. You are in the right place if you are passionate about customer experience, follow trends, can both create and deep dive into customer journeys, and has the attitude to create solutions that both work for our customers and our bank.
We believe in the power of; teamwork, eagerness, and combining analytical thinking with understanding the power of the emotions we create in our customers’ hearths.
This role requires dedication to understanding our bank’s customers. You are in the right place if you are passionate about customer experience, follow trends, can both create and deep dive into customer journeys, and has the attitude to create solutions that both work for our customers and our bank.
What kind of a person we are looking for:
Background & Hard Skills
Must have;
- Bachelor’s Degree (minimum) (preferably from Engineering Faculty, Faculty of Economics or Administrative Sciences)
- Having 0-3 years of experience (preferably in CX departments or product/segment management, marketing, business development, process improvement departments)
- Fluency in English
- Proficiency in Microsoft Office programs (especially Excel & PowerPoint)
- Resident in Istanbul (this is a hybrid position)
Nice to have;
- Knows how to design customer journeys and ways to evaluate experience
- Can write & run basic SQL codes
Attitude & Soft Skills
- Passionate about Customer Experience
- High energy and can-do attitude
- Self-starter, willing to take full ownership
- Creative, analytical, both solution and curiosity oriented
- Ability to learn on her/his own and can ask for help when needed
- Can both work with the team and on her/his own
- Ability to interpret qualitative and quantitative insights
- Strong communication and inter-personal skills among all stakeholders
- Task and time management skills in following up, accomplishing results
- Quickly adapts to changes
