The Role
Optimize end-to-end customer journeys and improve user experiences across all touchpoints. Analyze feedback and behavioral data to identify pain points, develop actionable insights, monitor KPIs, and lead experience-enhancement initiatives. Collaborate with cross-functional teams to align products and services with user expectations. Manage customer support escalations, resolve issues effectively, and identify recurring trends to prevent future problems.
Summary Generated by Built In
At Midas, we are working on real-life engineering challenges to transform the world of finance.
We’ve transformed investing in Turkey by delivering a seamless experience for everyday investors. Today, 4 million users invest with Midas. Backed by an $80M Series B, the largest fintech investment ever in Turkey, we are scaling faster than ever.
As a Customer Intelligence Manager, you’ll optimize end-to-end user journeys, ensuring consistent and high-quality experiences across all touchpoints. You’ll turn user feedback into actionable insights, drive improvement initiatives, and work closely with cross-functional teams to align products and services with user expectations.
What You'll Do
- Lead initiatives to optimize end-to-end user journeys, ensuring consistent, high-quality experiences across all touchpoints.
- Analyze user feedback and behavioral data to identify pain points, develop actionable insights, and implement improvements.
- Collaborate with cross-functional teams to align product and service delivery with user expectations.
- Develop and monitor KPIs to measure the impact of experience enhancements and track progress.
- Manage customer support escalations, ensuring timely and effective resolution while identifying trends to prevent future issues.
What You'll Bring
- Proven experience in customer experience, customer support, or a similar role, preferably in fintech or a fast-paced, growth-oriented environment.
- Strong analytical skills with the ability to translate data into actionable strategies.
- Exceptional communication and collaboration skills to work across diverse teams.
- Ability to manage multiple projects, prioritize tasks effectively, and deliver results under tight deadlines.
- An user-focused mindset with creative problem-solving skills.
Skills Required
- Proven experience in customer experience, operations, or a similar role
- Fintech or fast-paced, growth-oriented environment experience
- Strong analytical skills and ability to translate data into actionable strategies
- Exceptional communication and collaboration skills
- Ability to manage multiple projects and prioritize tasks effectively
- Ability to deliver results under tight deadlines
- User-focused mindset and creative problem-solving skills
Am I A Good Fit?
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The Company
What We Do
Midas is a Turkish financial technology company and the country's first fully digital stock brokerage application. It provides individual investors with seamless access to major U.S. stock markets, including NASDAQ and NYSE, as well as Borsa Istanbul. The SEC-licensed platform enables users to invest in stocks, options, warrants, and investment funds, focusing on diversifying portfolios and making financial markets more accessible.
