YOUR MAIN RESPONSIBILITIES
- Map end-to-end customer journeys and identify friction points and improvement opportunities across core experiences.
- Conduct root cause analysis using data, user feedback, and qualitative insights to understand why pain points occur.
- Work closely with Product, Design, Analytics, Growth, Marketplace & Support teams to define solution hypotheses, guide and initiate iterative improvements.
- Own ongoing VOC (Voice of Customer), NPS, and behavioral metrics to surface meaningful insights and convert them into clear product and experience recommendations.
- Partner with Product Marketing and Brand teams to craft messaging & go-to-market plans for new features, experience changes, or platform updates.
- Ensure consistency and clarity across all user-facing touchpoints — from product UI to CRM, lifecycle messaging, help content, and support communication.
- Define, track, and report KPIs for customer experience initiatives, evaluate impact, and continuously refine based on results.
QUALITIES WE'RE LOOKING FOR
- Bachelor’s degree from reputable universities (engineering, economics, management etc.)
- Minimum 3 years of experience in service sectors e.g. e-commerce, banking and telecom
- Ability to interpret data, extract insights, and translate them into strategic recommendations.
- Experience in customer journey mapping/service design/experience problem-solving frameworks.
- Proven ability to work cross-functionally with product, analytics, growth and/or brand teams.
- Strong project ownership, follow-through, and iterative working mindset.
- Results-oriented, well-organized, autonomous and efficient
- Exceptional communication, persuasion and team working skills
- Able to work within a dynamic and fast-paced environment
- Strong verbal and written communication skills in English
What We Do
We were founded in 2010 with a dynamic and agile start-up spirit. Since then, we have grown into a decacorn, backed by Alibaba, General Atlantic, Softbank, Princeville Capital, and several sovereign wealth funds. We believe that technology is the driver; e-commerce is the outcome. Thanks to our dedicated team, we are one of the top five e-commerce companies in EMEA and one of the fastest-growing e-commerce companies in the world! We deliver more than 1.5 million packages every day across 27 countries. We offer our 30 million customers a flawless shopping experience. Dreaming big is in our DNA: We're gearing up to be the leading global e-commerce platform. As a dynamic and passionate company, we are constantly growing with Trendyol Tech, one of the top R&D centres; Trendyol Express, the fastest growing delivery network; Dolap, the largest second-hand goods platform; and Trendyol Go, our instant food and grocery delivery service. And we’re not done yet! Now, we are on a journey to expand the positive impact we create to international markets. We opened our first international office in Berlin in May 2022 and Amsterdam followed in October 2022 and may others are on the way.
