CX Team- Senior Touchpoint Experience Designer

Pluxee (Formerly Sodexo Benefits & Rewards)

The leading global employee benefits and engagement partner that opens up a world of opportunities to help everyone enjoy more of what really matters to them. We believe that living life to the full means making the most of every moment and sharing experiences with the people we care about.

Through a full range of innovative and digital solutions deployed in 29 countries, Pluxee creates meaningful, engaging, and personalized experiences to contribute to the well-being of individuals at work and beyond. From meal and food, culture, gifts to wellness and mobility, Pluxee’s products and services are designed to bring more value to people. Pluxee supports the purchasing power and promotes the well-being of more than 37 million consumers.

Pluxee accompanies 500,000 clients to develop more meaningful relationships with their employees and improve their engagement. Pluxee simplifies the life of 1.7 million merchants every day. Strengthened by its historical ties with Sodexo, Pluxee with its 5,400 employees is committed to increase its influence as CSR leader by giving its clients, partners and consumers the means to make more sustainable choices every day.

We are Pluxee, ex- Sodexo Benefits and Rewards Services, we’re inventing entirely new ways to influence and enrich the lives of employees worldwide.

We bring to life benefit platforms and payment solutions to open up a world of opportunities to our 500,000 clients and 37 million of their employees in 29 countries.

Are you looking to shape the future of employee benefits and engagement?

Be the change. Let’s go above and beyond.

For more information: www.pluxeegroup.com

🌟 You’re a match, if you have:

• Bachelor’s degree from a 4-year university,
• Minimum 5 years of experience in customer experience , channel management, or Customer Success,
• Knowledge of touchpoint analysis and customer journey mapping,
• Ability to track KPIs (NPS, CSAT, CES, etc.) with strong analytical skills,
• Good command of English,
• Experience in project management and coordinating with multiple stakeholders,
• Proficiency in CRM, reporting, and digital tools,
• Experience working with methodologies such as Agile,
• Adaptable to change and comfortable in an agile working environment.
• Familiar with AI-based solutions, chatbots, self-service platforms, and messaging channels (e.g., WhatsApp Business),
• Experienced in efficiency and automation projects,
• Skilled in customer experience analytics and data visualization tools (Tableau, Power BI, etc.),
• Experience with Voice of Customer (VoC) and sentiment analysis projects,
• Knowledge of omnichannel experience management (call center, digital, face-to-face, mobile, etc.),
• Experience in personalized customer journeys and segment management
• Proactive, result-oriented, with strong communication and presentation skills.

🚀 Your next challenge :

• Manage and improve customer experience across all touchpoints end-to-end,
• Prepare Account Manager journey maps, define and optimize critical touchpoints,
• Analyze customer feedback and develop actionable improvement plans,
• Collaborate closely with sales, marketing, product and other teams,
• Regularly track and report experience performance metrics, providing recommendations for improvement,
• Leverage technological tools and automation systems to enhance customer experience processes,
• Increase CX awareness within the company, coordinate training, and drive cross-team collaboration.
• Lead AI, chatbot, self-service, WhatsApp, and other digital channel projects to improve customer satisfaction and efficiency,
• Drive automation and efficiency projects, conducting impact and ROI analysis,
• Design and manage Voice of Customer (VoC) programs,
• Track customer experience trends and competitive benchmarks to adapt best practices into the organization,
• Measure customer journeys with a data-driven approach and design personalized experience scenarios.

📍 Your Location: Istanbul, Turkey -- Hybrid

☀️ Happy at work

• A meaningful job: build the future of employee benefits and contribute to the quality of life at work for others, you will impact positively local communities too. It counts!
• A great culture: we respect and care authentically about our people, we embrace work life balance, new ideas and we have a lot of fun!
• Employee experience is what we do: So, you can expect a comprehensive package including competitive salary + annual bonus based on performance + PluxeeFlex (flex benefits) + career development opportunities.+ extra welcome leave (6 days) in your first year.

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Our company will process the personal data you may submit within the scope of your application as a controller to evaluate your application for the position you have applied or further recruitment opportunities in association with your application. As a candidate, all communication between you and our company is protected according to Turkish Personal Data Protection Law No.6698 You can click on the link “https://www.pluxee.com.tr/kilavuz/calisan-adayi-aydinlatma-metni/” for details