Senior Customer Journey Communications Specialist

Qualifications :

• Bachelor’s degree in Communications, Advertising, Design, Business Administration, or related fields.
• Minimum 3 years of experience in customer experience, UX writing, business process development. Agency background is highly preferred.
• Advanced proficiency in Turkish and English writing , with strong content structuring and editing skills.
• Project management and prioritization skills; experience working with IT, Marketing, Operations, Legal, and Digital Channels teams.
• Strong storytelling and persuasive writing skills; ability to adapt tone and style for different channels.
• Ability to interpret CX metrics (NPS, CSAT, CES) and transform insights into actionable journey and content improvements.
• Ability to manage and optimize omnichannel experiences (mobile, web, call center, branches, social media). End-to-end customer journey design, analysis, and improvement .
• Proactive, detail-oriented, strong communicator; capable of influencing stakeholders and aligning teams.
• Familiarity with tools like Miro, Figma etc. is a plus.

Job Description :

• Design, analyze, and continuously improve end-to-end customer journeys , identifying pain points and opportunities across all touchpoints.
• Develop and continuously optimize customer-facing content—including onboarding flows, outbound communications, FAQs, push notifications, and service scripts—in alignment with CX best practices and the brand’s tone of voice.
• Collaborate closely with cross-functional teams (IT, Marketing, Operations, Legal, Digital Channels) to translate business goals and CX insights into actionable journey and content enhancements.
• Interpret CX metrics (e.g., NPS, CSAT, VoC data) to generate insights and prioritize improvements that elevate customer satisfaction and engagement.
• Lead or support journey mapping and experience design workshops , facilitating co-creation with internal stakeholders to build holistic, seamless experiences.
• Ensure the tone, clarity, and structure of content are tailored to different digital channels while maintaining a consistent CX narrative.
• Partner with CRM analytics teams to leverage data, feedback tools, and qualitative research to continuously refine communication touchpoints .
• Contribute to setting content quality standards and frameworks , acting as a CX content advocate within the organization.