Customer Experience Specialist

Bupa Türkiye serves as an integrated healthcare services company in line with Bupa's growth strategy in the field of healthcare in Türkiye in parallel to Bupa's global vision.

With the goal of becoming Türkiye's most customer-centric healthcare company with a sustainable approach, Bupa offers the right solutions to its customers, providing them with a positive experience and enabling them and their families to look to the future with confidence.

Bupa focuses on the growth of the sector in Türkiye, developing practices that support both social integrated health awareness and healthy living with different approaches, and delivering its products and services to all segments of society.

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, Mathematics, Statistics, Design, or a related field.
• Minimum 3 years of experience in Customer Experience (CX), Service Design, or related fields, with a proven record of leading customer-centric transformation initiatives.
• Strong command of CX methodologies and tools including Design Thinking, Journey Mapping, Service Blueprinting, and Agile CX.
• Skilled in designing and optimizing customer journeys across digital and physical touchpoints (mobile, web, and in-person).
• Experienced in facilitating design thinking workshops and collaborating with cross-functional teams to co-create customer-focused solutions.
• Proficient in implementing Voice of the Customer (VoC) programs, feedback loops, and sentiment analysis to extract actionable insights.
• Able to leverage data analytics and AI-driven insights to identify trends, predict needs, and support continuous improvement.
• Proficient in defining and tracking CX metrics such as NPS, CES, and CSAT.
• Adept at aligning product, marketing, and operational strategies to deliver measurable CX improvements.
• Experienced in benchmarking CX best practices locally and globally, sharing insights, and developing initiatives based on findings.
• Strong analytical skills, with proficiency in data visualization and CX tools (e.g., Miro, Pisano).
• Conducted performance measurements aligned with key KPIs to improve customer experience, identify areas of development, and perform impact analyses.
• Collaborated with Customer Analytics teams to transform insights into actionable strategies and support data-driven decision-making.
• Managed end-to-end processes for new products and services, foreseeing impacted business units and ensuring seamless cross-functional coordination.
• Created and maintained customer communication content (e.g., emails, SMS) while managing engagement tools and ensuring message consistency.
• Empathetic, adaptable, and proactive team player with a curious and growth-oriented mindset.
• Comfortable managing complex, multi-channel CX projects in dynamic environments.

Job Description:

• Expertise in customer journey mapping and service blueprinting, with the ability to select the right approach for each context.
• Ability to synthesize qualitative and quantitative research insights to inform CX and service design strategies.
• Strong service design mindset — approaches problems holistically, considering frontstage, backstage, and end-to-end perspectives.
• Skilled facilitator who effectively engages stakeholders in workshops and collaborative sessions.
• Proven ability to balance business objectives, customer expectations, and technological feasibility to deliver effective, scalable solutions.
• Customer advocate, combining user empathy with business acumen to create meaningful experiences.
• Excellent communication and influencing skills, capable of navigating complexity and aligning multiple workstreams toward shared goals.
• Proficient in managing customer engagement tools and communication processes to ensure relevance, timeliness, and impact.
• Strong coordination and stakeholder management skills, ensuring collaboration across analytics, product, and operational teams.
• Analytical thinker with a focus on KPI-driven improvement and measurable experience enhancement.

What is expecting you?

• A fun and social working environment that prioritizes employee happiness, with a strong company culture and passionate colleagues all working towards the same goal, under a transparent management approach.
• A working model focused on people and culture, in line with global business practices (Hybrid, remote, in-office).
• Employer-sponsored retirement plans and health insurance, including coverage for family members, as well as personal accident insurance.
• Birthday leave.
• Transportation and meal support.
• Benefits of the senCard Flexi advantages world.