customer experience lead

Bupa Türkiye

<div>
 <p>
  Bupa T&uuml;rkiye serves as an integrated healthcare services company in line with Bupa's growth strategy in the field of healthcare in T&uuml;rkiye in parallel to Bupa's global vision.
 </p>
 <p>
  <br/>
 </p>
 <p>
  With the goal of becoming T&uuml;rkiye'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.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Bupa focuses on the growth of the sector in T&uuml;rkiye, 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.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Engineering, Mathematics, Statistics, Design, or a related field.
  </li>
  <li>
   Minimum 6 years of experience in Customer Experience (CX), Service Design, or related fields, with a proven record of leading customer-centric transformation initiatives.
  </li>
  <li>
   Strong command of CX methodologies and tools including Design Thinking, Journey Mapping, Service Blueprinting, and Agile CX.
  </li>
  <li>
   Skilled in designing and optimizing customer journeys across digital and physical touchpoints (mobile, web, and in-person).
  </li>
  <li>
   Experienced in facilitating design thinking workshops and collaborating with cross-functional teams to co-create customer-focused solutions.
  </li>
  <li>
   Proficient in implementing Voice of the Customer (VoC) programs, feedback loops, and sentiment analysis to extract actionable insights.
  </li>
  <li>
   Able to leverage data analytics and AI-driven insights to identify trends, predict needs, and support continuous improvement.
  </li>
  <li>
   Proficient in defining and tracking CX metrics such as NPS, CES, and CSAT.
  </li>
  <li>
   Adept at aligning product, marketing, and operational strategies to deliver measurable CX improvements.
  </li>
  <li>
   Experienced in benchmarking CX best practices locally and globally, sharing insights, and developing initiatives based on findings.
  </li>
  <li>
   Strong analytical skills, with proficiency in data visualization and CX tools (e.g., Miro, Pisano).
  </li>
  <li>
   Conducted performance measurements aligned with key KPIs to improve customer experience, identify areas of development, and perform impact analyses.
  </li>
  <li>
   Collaborated with Customer Analytics teams to transform insights into actionable strategies and support data-driven decision-making.
  </li>
  <li>
   Managed end-to-end processes for new products and services, foreseeing impacted business units and ensuring seamless cross-functional coordination.
  </li>
  <li>
   Created and maintained customer communication content (e.g., emails, SMS) while managing engagement tools and ensuring message consistency.
  </li>
  <li>
   Empathetic, adaptable, and proactive team player with a curious and growth-oriented mindset.
  </li>
  <li>
   Comfortable managing complex, multi-channel CX projects in dynamic environments.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Expertise in customer journey mapping and service blueprinting, with the ability to select the right approach for each context.
  </li>
  <li>
   Ability to synthesize qualitative and quantitative research insights to inform CX and service design strategies.
  </li>
  <li>
   Strong service design mindset &mdash; approaches problems holistically, considering frontstage, backstage, and end-to-end perspectives.
  </li>
  <li>
   Skilled facilitator who effectively engages stakeholders in workshops and collaborative sessions.
  </li>
  <li>
   Proven ability to balance business objectives, customer expectations, and technological feasibility to deliver effective, scalable solutions.
  </li>
  <li>
   Customer advocate, combining user empathy with business acumen to create meaningful experiences.
  </li>
  <li>
   Excellent communication and influencing skills, capable of navigating complexity and aligning multiple workstreams toward shared goals.
  </li>
  <li>
   Proficient in managing customer engagement tools and communication processes to ensure relevance, timeliness, and impact.
  </li>
  <li>
   Strong coordination and stakeholder management skills, ensuring collaboration across analytics, product, and operational teams.
  </li>
  <li>
   Analytical thinker with a focus on KPI-driven improvement and measurable experience enhancement.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What is expecting you?
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   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.
  </li>
  <li>
   A working model focused on people and culture, in line with global business practices (Hybrid, remote, in-office).
  </li>
  <li>
   Employer-sponsored retirement plans and health insurance, including coverage for family members, as well as personal accident insurance.
  </li>
  <li>
   Birthday leave.
  </li>
  <li>
   Transportation and meal support.
  </li>
  <li>
   Benefits of the senCard Flexi advantages world.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Experience Lead

Client of Michael Page

<div> <div> <ul> <li>Define and deliver the customer experience strategy across retail and lifestyle brands</li> <li>Manage end-to-end customer journeys across digital and physical touchpoints</li> <li>Drive customer insights, analytics and feedback programs to inform decisions</li> <li>Create cross-functional initiatives with commercial, digital and operations teams</li> <li>Operate customer intelligence and service functions to ensure excellence</li> <li>Run CX governance frameworks and track KPIs for continuous improvement</li> <li>Lead, inspire, and develop a high-performing customer experience team</li> <li>Deliver innovation and best practices that enhance satisfaction and business impact</li> </ul> </div> </div>

CX Director

SARA Group

<p>At SARA Group, authenticity is at the heart of everything we do. We believe in staying true to our values, fostering open collaboration, and continuously pushing ourselves to reach new heights. By being our genuine selves, we create a culture where ideas flow, connections deepen, and great results follow. If you're ready to bring your creative energy and marketing expertise to a place that values authenticity, then this opportunity is for you.</p><p>We're looking for a <strong>Customer Experience Manager</strong> to lead the creation of our customer experience function from the ground up. This is a rare opportunity to architect the systems, processes, and insights that will shape how we connect with our customers across both retail and B2B channels. You'll work closely with Sales, Marketing, and Retail teams to centralize customer data, uncover valuable insights, and enable action plans that drive engagement, loyalty, and growth.</p><p><br><strong>What You'll Do:</strong></p><p> <strong>Build the Foundation:</strong> Select and implement the right CRM platform, ensuring it integrates seamlessly with our retail and B2B operations.</p><p> <strong>Connect the Dots:</strong> Map and unify customer touchpoints across Sales, Retail, Projects, and Marketing to create a single source of truth.</p><p> <strong>Turn Data into Decisions:</strong> Consolidate and analyse customer insights, providing clear reports and recommendations for business stakeholders.</p><p> <strong>Enable the Teams:</strong> Partner with Sales and Marketing to transform insights into targeted, impactful initiatives that improve customer engagement and retention.</p><p> <strong>Manage the Function:</strong> Lead a small team to handle day-to-day CRM operations, data accuracy, and customer follow-up.</p><p> <strong>Lay the Groundwork for Loyalty:</strong> Prepare the business for future loyalty programs, VIP customer management, and proactive engagement campaigns.</p><p><strong>What You'll Bring:</strong></p><p> <strong>CRM Implementation Skills:</strong>Hands-on experience selecting and deploying CRM tools, with the ability to integrate them into existing workflows.</p><p> <strong>Analytical Mindset:</strong>Strong ability to translate customer data into actionable strategies.</p><p> <strong>Process-Driven Thinking</strong>: A knack for building systems and workflows from scratch, with scalability in mind.</p><p> <strong>Cross-Functional Collaboration</strong>: Comfort working with multiple teams to align goals and processes.</p><p> <strong>Problem-Solving Attitude:</strong>Resourcefulness and initiative in a fast-paced environment.</p><p><strong>What We're Looking For:</strong></p><p> Bachelor's degree in marketing, Business Administration, or a related field.</p><p> More than 5 years of experience in customer experience, CRM, or customer insights - ideally in retail, B2B, or consumer goods.</p><p> Demonstrated experience implementing a CRM system from scratch.</p><p> <strong>Zero Ego Confidence:</strong> Demonstration of self-confidence in decision-making and opinions under challenging circumstances, aligned with ethics, values, and SARA's strategic interests</p><p> <strong>Customer Focus:</strong> A deep commitment to understanding customer needs and improving their journey at every stage.</p><p> <strong>Business Acumen:</strong> The capacity to perform with insight, acuteness, and intelligence in SARA's industries, while applying sound commercial principles across all areas of responsibility.</p><p> <strong>Operational Focus:</strong> Thoroughness in completing tasks with attention to detail, while efficiently organizing time and resources.</p><p> <strong>Agility:</strong> Openness to change, adaptability in shifting priorities, and support for implementing new approaches to meet SARA's evolving needs.</p><p> <strong>Communication Skills:</strong> The ability to clearly share ideas and information with diverse audiences, while building understanding, influencing perspectives, and securing agreement through effective negotiation.</p><p> <strong>Strategic Thinking:</strong> Linking long-term vision to daily work, seeing the big picture, and taking informed risks based on external factors shaping SARA's direction.</p><p><strong>Why Join Us?</strong></p><p>At SARA Group, you'll be part of a genuine team where creativity meets collaboration. You'll have the chance to make a real impact on our brand, working in an environment that encourages bold ideas and celebrates success.</p><p><strong>Apply today and let's create something extraordinary together!</strong></p>

Customer Experience Manager

e& UAE

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 As a Retail Customer Experience Manager, your primary role is to enhance customer satisfaction, streamline the customer journey. You'll be responsible for shaping the retail customer experience, lead the OJT Training team to deliver the last mile stone of Knowledge , system and experience to every individual in retail stores , and ensuring high-quality standards are maintained across all retail touchpoints.
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 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Customer Experience Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Design retail customer Journey (As is &amp; To Be) by engaging the retail team and considering customer feedback
  </li>
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   Analyze customer experience data to highlight opportunities and formulate action plans.
  </li>
  <li>
   Oversee the customer experience recovery process, identifying gaps and proactively mitigating potential risks.
  </li>
  <li>
   Regularly monitor customer satisfaction metrics across all retail touchpoints, and implement necessary actions to uphold a robust score.
  </li>
  <li>
   Lead customer experience projects in conjunction with other stakeholders and vendors, providing timely updates on project challenges, opportunities, and progress to senior management.
  </li>
  <li>
   Conduct stress tests on retail digital enablers, gather feedback from customers and staff, and offer recommendations to enhance performance across various parameters including experience, sales, operational efficiency, and cost.
  </li>
  <li>
   Liaise with IT developers and production, marketing, and sales teams to enhance customer services and bolster brand awareness.
  </li>
  <li>
   Proactively identify customer needs and implement measures to ensure their positive experiences are maintained.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Development And Training Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Spearhead the retail development team to provide comprehensive knowledge, customer experience, and system hands-on training to all retail store personnel.
  </li>
  <li>
   Use governance tools and periodic knowledge tests to measure staff knowledge performance.
  </li>
  <li>
   Create tactical training to stimulate sales, leveraging best practices of top achievers and advanced market sales techniques.
  </li>
  <li>
   Align training topics and schedule with business needs and sales seasonality.
  </li>
  <li>
   Monitor retail team satisfaction regarding on-the-job training in terms of delivery, content, and timing.
  </li>
  <li>
   Produce detailed training and trainers' performance reports.
  </li>
  <li>
   Foster the development of training team skills and capabilities to ensure high-quality training delivery.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Retail Quality Field
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Lead the quality team to monitor retail compliance with customer journey standards and operational processes.
  </li>
  <li>
   Provide zone heads with monthly performance reports (Zone, Area, and Store Wise).
  </li>
  <li>
   Promptly communicate to the heads of zones and retail management about common compliance issues, high-risk areas, and critical gaps.
  </li>
  <li>
   Train Quality team members on new updates in customer journey and processes.
  </li>
  <li>
   Coordinate monthly calibration sessions between retail development team and quality team to ensure consistent measurement of compliance amid rapid changes in processes and journey guidelines.
  </li>
  <li>
   Coach and develop your team in accordance with the quarterly personal development plan.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor Degree with 4 years of relevant experience
   <br/>
   <br/>
  </li>
 </ul>
 We thank all applicants for their interest, however only those shortlisted for an interview will be contacted. If you have not heard from us within two weeks of your application, please consider your application as unsuccessful.
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 <br/>
 <em>
  At e&amp; diversity is our strength and we are committed to creating an inclusive environment for all. We welcome and encourage all people to apply, regardless of gender, background, age and abilities. If you are a person of determination and require an adjustment or accommodation to the selection process, please send your request to DiversityEquity&amp;Inclusion@eand.com
 </em>
</div>


Specialist/Retail Customer Experience

Spectrum

<div><b>This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.</b><div><b><br>
JOB SUMMARY</b></div><div>
Responsible for understanding the overall user experience strategy and crafting business cases in order to align <b>Spectrum Community Solutions (SCS)</b> and the greater Charter enterprise. This role will focus on defining cross-functional requirements and developing Spectrum Community Solution&rsquo;s customer experiences to meet evolving bulk customer needs and business opportunities. In collaboration with Marketing, Operations, IT, and Engineering, the Customer Experience Manager will execute approved plans to deliver industry leading customer experiences.</div><div><b><br>
MAJOR DUTIES AND RESPONSIBILITIES</b></div><ul><li>
Actively and consistently support all efforts to implement Community Solutions customer experience strategies that simplify and enhance their experiences with SCS tools and products.
</li><li>Operate as subject matter expert (SME) for the SCS user group. Knowledge of how to be the voice of the customer, waterfall and agile methodologies, and the community (Bulk) industries best practices in the project development process specific to entertainment and account setup/management user experiences.</li><li>
Strategize and assist on the prioritized bulk Tenant customer experience &amp; feature roadmap.</li><li>
Gather information through data and current user experiences and translate high-level process goals into specific sub-processes with appropriate documentation; develop communication plans for stakeholders and cross-functional teams (e.g., process flows, user flows, use cases).</li><li>
Support the development and communication of customer improvement strategies dependent on new services/features to drive financial results.</li><li>
Partner cross-functionally with IT Engineering, Architecture, Product, Experience Management peers, marketing stakeholders and key market areas on implementing strategy.</li><li>
Identify deliverables needed from L&amp;D &amp; Marketing to support customer experience projects and drive delivery and execution of those deliverables (e.g., milestone or high level project plan managed through cross-functional meetings to drive project timelines and delivery of the final project).</li><li>
Lead project launches and customer experience enhancements across the SCS portfolio, including working cross-functionally with Engineering, Marketing and Operations divisions within Charter and partnering with Product and Business Integration to develop, test, and launch new customer capabilities and features.</li><li>
Manage effective communication with all stakeholders.</li></ul><div><b><br>
RE</b><b>QUIRED QUALIFICATIONS</b></div><div><b>
Required Skills/Abilities and Knowledge</b></div><ul><li>
Ability to read, write, speak and understand English
</li><li>Ability and eagerness to learn from a new environment and make an impact quickly
</li><li>Ability to manage and foster change
</li><li>Ability to work with large, cross-functional teams in order to achieve business goals and results
</li><li>Ability to listen to multiple points of view and synthesize against goals for recommendations
</li><li>Ability to handle multiple projects and tasks Proficient with Word, Excel, PowerPoint
</li><li>Proven organizational and office management skills
</li><li>Demonstrated analytical skills</li></ul><div></div><div><b><br>
Required Education</b></div><ul><li>
BA/BS technical degree related to the telecommunications field or<div>
equivalent experience</div></li></ul><div></div><div><b><br>
Required Related Work Experience and Number of Years</b></div><ul><li>
Customer experience or product development/management 2+ years</li><li>
Cable/telecommunications/software/online services 2+ years</li></ul><div></div><div><b><br>
PREFERRED QUALIFICATIONS</b></div><ul><li>
Preferred Related Work Experience and Number of Years</li><li>
Software development
</li><li>Office / home networking
</li><li>Multi-family industry experience</li></ul><div></div><div><b><br>
WORKING CONDITIONS</b></div><ul><li>
Office environment
</li><li>Limited travel</li></ul><br>
MPD317 2025-65140 2025
<br>
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Here, our employees don&rsquo;t just have jobs, they're building careers. That&rsquo;s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.<br>
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A qualified applicant&rsquo;s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.<br>
<br>
<b>Get to Know Us </b>Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet&reg;, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you&rsquo;ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.<br>
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<b>Grow Your Career Here </b>We&rsquo;re committed to growing a workforce that reflects the customers and communities we serve &ndash; providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.</div>

SCS Customer Exp Manager

Michael Page

<div><span style="font-size: 11px;">Lead digital transformation across fintech and global markets</span></div><div><span style="font-size: 11px;">10+ years in fintech or digital financial services required</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>About Our Client</b></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">A leading fintech innovator focused on delivering seamless digital experiences across payments, lending, and B2B solutions. The company is committed to customer-centric innovation, operational excellence, and market leadership across international regions</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>Job Description</b></span></div><div><span style="font-size: 11px;">Define digital vision across apps, B2B, and global platforms</span></div><div><span style="font-size: 11px;">Lead product roadmaps and investment priorities</span></div><div><span style="font-size: 11px;">Oversee delivery of new features and enhancements</span></div><div><span style="font-size: 11px;">Analyse customer journeys and drive improvements</span></div><div><span style="font-size: 11px;">Guide customer care and back-office operations</span></div><div><span style="font-size: 11px;">Implement AI and automation for efficiency gains</span></div><div><span style="font-size: 11px;">Align teams with customer experience strategy</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>The Successful Applicant</b></span></div><div><span style="font-size: 11px;">Bachelor's in Engineering, CS, or Business</span></div><div><span style="font-size: 11px;">Master's (MBA or similar) preferred</span></div><div><span style="font-size: 11px;">10+ years in fintech or digital banking</span></div><div><span style="font-size: 11px;">Experience in fintech startups or banking roles</span></div><div><span style="font-size: 11px;">Strong leadership across cross-functional teams</span></div><div><span style="font-size: 11px;">Expertise in product and customer experience</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>What's on Offer</b></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">A strategic leadership opportunity to shape digital transformation across fintech markets, drive innovation with cutting-edge technologies, and influence customer experience at scale within a high-growth, future-focused organisation</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>Contact</b></span></div><div><span style="font-size: 11px;">James Jefferson</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><b>Quote job ref</b></span></div><div><span style="font-size: 11px;">JN-092025-6845297</span></div>

Head of Digital Customer Care

Eren Perakende

<div>
 <p>
  For more than 35 years, Eren Retail has been bringing the world&rsquo;s leading brands to customers in Turkey. In 1990, the company entered into a partnership with Devanlay, beginning the licensed production and distribution of Lacoste. Since then, Eren Retail has served as the Turkish distributor for globally renowned brands such as Burberry, Gant, Nautica and Converse.
 </p>
 <p>
  <br/>
 </p>
 <p>
  In 2008, it launched Occasion stores, followed by the creation of the SuperStep store concept in 2012. Strengthening its online presence in 2020 through a multi-channel strategy, Eren Retail redefined retailing as an experiential journey with House of SuperStep.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Expanding its portfolio with brands such as Intersport, SuperKids, Fashfed, United4 and HeartBeat, Eren Retail continues to operate with an experience&ndash;focused strategy. Today, the company has a presence in 25 countries, employs over 8,000 people and manages nearly 700 stores along with 17 digital channels worldwide.
 </p>
 <p>
  <br/>
 </p>
 <p>
  In line with our innovative approach to enhancing the customer journey across all channels, we are looking for a
  <strong>
   Customer Experience Director
  </strong>
  to design and deliver premium experiences for our brands.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Lead and manage Customer Service and Customer Experience teams, fostering a culture of excellence and customer-centricity,
  </li>
  <li>
   Design and continuously optimize the end-to-end customer journey across all touchpoints to deliver a seamless, premium experience,
  </li>
  <li>
   Oversee call center operations and communication platforms (IVR, CRM, chat, call routing) to ensure efficient and personalized interactions,
  </li>
  <li>
   Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and implement data-driven strategies,
  </li>
  <li>
   Develop and monitor KPIs for teams and individuals, ensuring performance aligns with strategic objectives,
  </li>
  <li>
   Handle escalated customer issues and complaints with solution-oriented approaches, driving continuous improvement initiatives,
  </li>
  <li>
   Collaborate with Product, Marketing, Operations, and Business teams to ensure customer experience strategies align with overall brand objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   10+ years leading multi-channel contact centers (phone, email, chat, social), with at least 7 years in leadership roles,
  </li>
  <li>
   Strong strategic leadership with proven ability to develop high-performing teams and drive a customer-first culture,
  </li>
  <li>
   Experience in process improvement, change management, and performance optimization,
  </li>
  <li>
   Advanced analytical skills, data-driven decision making, and KPI management,
  </li>
  <li>
   Proficient in CRM, call center technologies, and MS Office; able to implement tech solutions effectively,
  </li>
  <li>
   Excellent communication, negotiation, and presentation skills, influencing at all organizational levels,
  </li>
  <li>
   Bachelor&rsquo;s degree in a relevant field.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Experience Director

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