Customer Experience Supervisor

We are proud to announce that, our bank received a gold award 🥇 for EVP (Employee Value Proposition), and a silver award 🥈for the Best Advance in Interviewing Strategy from the Brandon Hall Awards.

Also, our bank received two silver awards 🥈 for Recruiting or Talent Acquisition Team of the Year, and Achievement in Diversity and Inclusion categories from the Stevie Awards. 🏆

What are you waiting for to get involved in our international award-winning process? 🎉

We are looking for a Customer Experience Supervisor to join our Customer Experience team at our bank.

Responsibilities:

• Define, communicate, and embed a clear customer experience vision and strategy across the organization.
• Serve as a CX ambassador, fostering a culture of empathy, design thinking, and continuous improvement.
• Lead the creation and optimization of end-to-end customer journey maps, identifying pain points, opportunities, and innovation areas.
• Facilitate design thinking workshops with internal teams to co-create customer-focused solutions.
• Implement Voice of the Customer (VoC) programs, customer feedback loops, and sentiment analysis tools.
• Leverage advanced analytics and AI-powered insights to identify trends, predict needs, and prioritize initiatives.
• Establish and track CX metrics such as NPS, CES, CSAT, churn rate, and customer lifetime value (CLV).
• Collaborate with product, marketing, and operations teams to ensure improvement actions are executed and measured for impact.
• Oversee the creation of customer-facing communication materials that align with our brand voice and enhance the customer journey.
• Drive initiatives to personalize digital touchpoints and foster deeper customer engagement.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Engineering, Mathematics, Statistics, Design, or related field (Master’s degree is a plus).
• Minimum 5+ years of experience in Customer Experience, Service Design, or related fields, with proven leadership in driving customer-centric transformation.
• Strong expertise in CX tools and methodologies (Design Thinking, Customer Journey Mapping, Service Blueprinting, Agile CX).
• Demonstrated ability to translate complex customer insights into actionable strategies.
• Excellent stakeholder management, facilitation, and storytelling skills.
• Analytical mindset with proficiency in data visualization and analytics tools.
• Proactive, self-driven, and able to take initiative in fast-changing environments.
• Curious, open to feedback, and committed to continuous learning to stay ahead of industry trends.
• High level of empathy, adaptability, and resilience.
• Fluent in English (written and spoken).

🩹Comprehensive private health insurance

🧁Digital Meal Voucher

😊 Individual Pension System (BES) Contribution by Fibabanka

🎉 Special Leave Rights for personal needs

📔 Master / Phd payments in the related job fields

📖 Full scholarship MBA in Ozyegin University

😊Data Allowance

💫 Fiba Holding Group Company discounts

☕️ Celebrations, parties and happy hours!

😎 Enjoyable club activities for various hobbies

🎁 Many other benefits!

As Fibabanka Anonim Şirketi ("Company" or "Fibabanka"), which has the title of data controller, we show the utmost sensitivity for the processing and protection of the personal data of our employee candidates in accordance with the Personal Data Protection Law No. 6698 ("KVKK") and its secondary regulations (together "KVK legislation"). With this Privacy Notice , we would like to inform you about the personal data processing activities carried out by our Company for you, our employee candidates.