Customer Experience Insight Specialist

Our purpose is to create the most positive impact in our country and ecosystem by enabling commerce, empowered by technology! We are a Tech company – Technology is the driver, ecommerce is the outcome.

We were established in 2010 to provide a seamless e-commerce experience to our customers and vendors. In ten years, we became the largest e-commerce company in Turkey, as well as one of the leading global platforms. We continue to grow and create value through our three main divisions: Trendyol Tech, one of the leading R&D centers; Trendyol Express, the fastest growing delivery network; and Dolap, the largest second-hand goods platform.

Our culture is at the core of everything we do. Focused on results, keeping our customers first, we always work for better and always test, iterate and improve. We learn from our mistakes, direct and open feedback is at the core of our culture.

We are scaling fast and profitably, expanding into international markets. If you want to learn, grow and deliver, if you are results-oriented, love teamwork, appreciate open communication, learning and iteration, and making decisions with data, Come, join our tribe!

Customer & Seller Experience team analyzes the needs of customers and suppliers and offers solutions to increase their satisfaction and loyalty. Designs end-to-end customer experience processes for existing and new business models. The biggest responsibility of this team is to help Trendyol become a love brand by knowing the processes of all teams well!

YOUR PROFILE

• Bachelor’s degree from reputable universities (statistic, business administration, economy etc.). Masters degree is a plus,
• Minimum 2 years of experience in service sectors e.g. fmcg, finance, telecom or market research agency. E-commerce experience is a plus,
• Strong knowledge of market research methodologies; having both qualitative and quantitative experience is a plus
• Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems,
• Strong analytical skills for interpreting data from multiple sources and turning data into clear, actionable insights
• Exceptional communication, persuasion and team working skills,
• Able to work within a dynamic and fast-paced environment,
• Excellent verbal, written and presentation skills in English,
• Completed military service for male candidates.

YOUR CHALLENGE

• Identify and analyze pain points, design root causes and design preventive activities
• Evaluate study results; translate findings into actionable and inspiring insights for all relevant teams
• Prepare the voice of customer and NPS analyses periodically and, share with other parties, act as an advocate for the customer by placing them at the forefront of all problem solving and decision-making processes,
• Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research)
• Regular measurement of customer experience KPI’s and making necessary arrangements by detecting improvement area,
• Closely collaborate with internal stakeholders in addressing insights-related requests
• Identify new project ideas and methodology opportunities for consumer centricity

WHAT’S IN IT FOR YOU?

•  Take responsibility from day one, improve your skills and learn continuously.
•  We have open communication, team work and promote servant leadership. We value talent, not titles!
•  Chance to shape future of e-commerce with us and experience agility at its best!
•  Working in an engaging workplace and being part of our cross-functional, diversified and dynamic team.
•  Don’t forget to have fun while we work, we work hard play hard, open office and happy hours 🙂

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Want to join us? Happy to receive your online application!