We are looking for a Customer Experience Strategy Senior Specialist / Executive who will be a part of a team that builds the products that millions of people worldwide will use. Papara has been on a mission to create the best financial experience for its users. With over 18 million users, we are a leading fintech company based in Turkey. We provide fast, simple, affordable, and fun financial services. In short, we are the future of banking and finance. We use design and technology to give our users the financial experience they deserve. Since we succeed on a national scale, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day. Papara offers you an opportunity to use the latest technologies to build scalable, high-performing financial services by using the latest technologies. You will be working in a fast-paced environment and be part of a team that constantly develops and renews itself. If you share that passion and believe in our mission, come and join us!
What You’ll Do
Analyze the user's needs through voice and written channels,
Draw customer journeys and flow of the relevant processes,
Identify pain points during the journey and approach those pain points with a data-driven mindset,
Work closely with BI team and create business cases,
Offer solutions to pain points to create the best posible experience by following different sectors and competitor dynamics,
Project solutions and prioritize them in terms of impact/effort,
Develop processes that eliminate the user's problem,
Design operational processes to make the provided service in voice and written channels easier, faster, and more proactive,
Be responsible for the fastest and most proactive IVR experience,
Aim for the best designs that will create a Wow effect on the user side,
Execute projects end-to-end,
Be the single point of contact of the entire CX team with Product team,
Prioritize and execute the processes required to be improved on behalf of the whole CX team,
Work closely with all stakeholders in the company on any issue that concerns the user,
Create work packages when necessary and drive the relevant stakeholders,
Develop agent and screen experience by working closely with backoffice and outsource teams,
Encourage the all CX department to be user-oriented and constantly think about what we can do better,
Create the most suitable and systematic environment for ideas and suggestions to come from other teams,
Filter the incoming ideas with a big picture mindset and includes the beneficial ones in the plan.
Who You Are
Graduated from industrial engineering, management engineering, or related engineering departments,
Min. 4 years of experience on customer experience design, process design, and product development in technology-driven companies,
High learning agility and having a seeker mindset,
Multi- task, result and detail oriented personality,
Capable to prioritize demands and fulfilling deadlines,
Analytical and comfortable working with numbers,
High communication skill, able to coordinate processes with different stakeholders within the company,
Knowing how to draw a customer journey, analyze customer data, and execute end-to-end projects,
Strong customer-centric mindset to deliver seamless experience,
Worked in a company related to e-commerce, fintech or internet sector,
Able to use advanced MS office, Figma and Visio, Good command of written and verbal English and Turkish.
How We Run
Excellent communication skills, sense of urgency, accountability, and ownership,
Strong problem-solving and analytical skills,
Strong collaboration skills, responsive to project needs and demands in a fast-changing environment,
Passion for learning and continuous improvement,
Ability to work in a team environment as a reliable, responsible, and self-motivated team player,
The first seat in every meeting and interaction always belongs to the user.
Take ownership of every issue we are a stakeholder in and look at events beyond our responsibilities.
As we bring our ideas to life, we pay attention to the details, research, discuss, and finally act quickly.
We don't get stuck with traditional methods and popular opinions; we invent Papara-style ways of doing business.
What We Offer
Market-competitive salary and pay-for-performance bonuses.
Salary-based private pension plan with 10% company contribution.
Transportation and meal allowance.
We care about your professional development; you can use your learning budget on any platform.
We care about you, private health & life insurance, a Gym in the office, and free access to the Wellbees App.
Free access to all Papara services, 10% cashback on Papara Card payments, and 20% cashback on bill payments via Papara. You can have a Metal Card for free.
Technical equipment package that covers what you need. Internet allowance.
Social activities: Happy Hours, Team Motivation Budget, Football Team, Sailing Team, Rowing Team, Cinema Club, Music Club, Travellers Club, Gastronomy Club etc.
No politics; You will be a part of a team that focuses on productivity and success. You will have the opportunity to work in a dedicated team that cares about your development.
We are against any form of discrimination. We believe that every individual has a unique personality.
Green and pet-friendly campus, Basketball Court, Sleeping Room, and unlimited coffee.
