11880 - LEAD DIGITAL CHANNELS UX MANAGER
: MOBIL FINANS
: STRATEGY
: TURKCELL PAYMENT&E MONEY SERVICES DV / TURKCELL CARRIER BILLING&E MONEY MANAGEMENT / DIRECT CARRIER BILLING
: TEPEBAŞI
• 7+ years of working experience in a similar role
• Experience that spans across UX, business, operations, mobile and design
• Significant people management experience with leading project teams
• Digital Payment and/or M-Commerce experience
• Experience working on market research and service improvement projects
• Highly analytical and problem solving skills with ability to interpret customer data and insights
• Innovator and proven ability to think 'outside the box'
• Ability to initiate and implement strategic solutions to improve customer satisfaction
• Advanced skill in cross-function cooperation
• Strong verbal, written, and interpersonal communication skills
• Strong organizational and prioritization skills
• Strong attention to detail and comfortable with excel and presentations
• Independent thinking to deliver innovative UX solution
• Strong communication skills in English
• Act as an advocate and leader for user experience. Provide strategic direction on customer personas, journey maps, and roadmaps.
• Provide analytics and insights to ensure Paycell has a clear view on customer sentiment and feedback across customer segments, products and channels.
• Deep knowledge and experience using design thinking techniques to solve complex business problems with simple design solutions.
• Develop and execute projects to improve customer experience
• Track and share competitors’ activities online and offline.
• Contribute to the continued improvement in customer satisfaction and experience through active representation and customer lead design in the development of new products, processes, and services as well as other customer impacting initiatives
• Identify trends and opportunities within customer feedback and driving initiatives to implement improvements both through direct leadership as well as influencing key stakeholders
• Drive a customer centric culture across all areas and inspire a continuing commitment to the customer
• Define a user experience quality framework in a consistent manner across the company, creating and reporting metrics to measure success, including their use in regular reviews and decision making processes.
• Collaborate to define research needs, gaps, and priorities, for process and execution.
• Gather and synthesize existing market/user insights and VOC data.
• Define and enable measurement, tracking, and reporting of business metrics
• Measure and track customer feedback and operational metrics on an ongoing basis
• Escalate trends and analysis to the respective business units. Help them to understand the issues and monitor the implementation of the actions taken by them
• Leverage customer insights to ensure proper prioritization of work and allocation of resources across the business.
• Lead journey mapping workshops with internal stakeholders to identify and align on the moments that matter to improve the experience.
: Professional
: DIRECTOR
: 07.12.2018