Customer Experience Specialist / Executive

getirfinans operates within Banking as a Service model, having established partnerships with players at banking sector. getirfinans has quickly become a favorite banking mobile application—reaching 1.5 million users and counting; with its daily interest-earning account, low-interest loans, competitive foreign exchange rates, free money transfers, and cards delivered within minutes.

What You’ll Do

• Contribute to shaping getirfinans customer experience strategy by translating customer insights into actionable initiatives.
• Contribute to the design and improvement of end-to-end customer journeys by mapping user flows and identifying improvement areas.
• Utilize design thinking methodologies to contribute to ideation and support projects that address customer needs and create value.
• Track and support the management of customer satisfaction metrics (CSAT, NPS) and provide regular insights.
• Analyze and synthesize customer feedback from multiple sources (surveys, operational data, contact center data, social media, customer research) to identify trends and surface improvement opportunities.
• Uncover root causes behind customer feedback and work with relevant teams to drive experience improvements.
• Prepare periodic customer reports (VoC, NPS analyses, etc.) and help represent the customer perspective across teams.
• Collaborate closely with product and UX teams to integrate user experience principles into ongoing projects.
• Monitor customer interaction KPIs across touchpoints and highlight experience gaps.

What You’ll Bring

• Bachelor’s degree from reputable universities (engineering, business administration, economics, etc.). A master’s degree is a plus.
• Experience in customer experience, process development, or digital channels.
• 2–5 years of experience in service sectors such as e-commerce, banking, or telecom. Digital banking experience is a plus.
• Understanding of digital banking, mobile apps, open banking, digital/neo banks, and Banking as a Service (BaaS).
• Knowledge of service design and design thinking methodologies, with the ability to translate user insights into practical recommendations.
• A customer-centered mindset with the ability to identify and analyze pain points.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Proficiency in Microsoft Office programs.
• Proficiency in English.

What getirfinans Offers

• A unique opportunity to work in a people-first startup environment within a fintech business poised to revolutionize the delivery of financial services.
• A hands-on role with strong learning, ownership, and progression potential.
• Dynamic, technology-driven environment with ambitious growth plans.
• Collaborative culture focused on impact, innovation and continuous learning.

We will process your personal data as part of our recruitment procedures. To find out more, please consult our Candidate Privacy Notice.