Customer Experience Specialist

As one of the longest-standing companies of the Anadolu Group, Çelik Motor is the one of the most well-known company of Turkish automotive industry with more than a half-century of experience.

Çelik Motor is demonstrating its innovative perspective with the incorporated brands Kia and Garenta while leading the way in the industry.

Do you see yourself as a part of change-driven work environment? Does the new trends in e-commerce, mobility, automotive and transportation enthusiasts you? Do you have a digital-oriented mindset and are you eager to deliver projects to contribute in our future vision?

If so, come join us for your next adventure! We are looking for Customer Experience Specialist for our Garenta brand.

KEY OBJECTIVE

To obsessively measure, deeply understand, and permanently improve customer experience across all touchpoints by thinking like a customer at all times, challenging broken journeys and turning insights into tangible, lasting improvements.

This role requires someone who cannot ignore a bad experience, sees improvement opportunities everywhere and takes ownership until things are truly fixed.

KEY RESPONSIBILITIES

End to End Experience Ownership

• Analyze customer experience across all touchpoints including branches, call center, website and mobile app
• Evaluate the full customer journey end to end, identifying friction points, pain points and moments of truth
• Actively observe processes on site and in real life scenarios, not just from reports or dashboards

Measurement, Insight & Diagnosis

• Design, own, and continuously improve customer experience and process measurement frameworks (NPS, CSAT, CES, journey-based metrics  etc)
• Track experience metrics regularly, identify root causes and distinguish symptoms from real problems
• Combine quantitative data with qualitative insights (customer feedback, complaints, verbatims, field observations)
• Build clear, actionable CX dashboards and insight reports that drive decisions, not just visibility

Improvement, Action & Sustainability

• Translate insights into concrete improvement initiatives with clear owners, timelines and success criteria
• Work closely with operations, digital, call center, and technology teams to implement experience improvements
• Relentlessly follow up on actions until improvements are delivered and embedded into daily operations
• Measure the impact of improvements on customer satisfaction and ensure long-term sustainability

Digital & Journey Experience Excellence

• Supporting digital channels product owner with identifying experience gaps across digital channels and proactively propose UX and journey improvements
• Act as the voice of the customer in digital and process design discussions
• Ensure customer needs are represented in every change affecting the customer journey

QUALIFICATIONS

• Bachelor’s degree from a relevant field.
• Minimum 2 years of experience in customer experience, customer service or process improvement roles
• Extremely customer-obsessed. Thinks, feels, and reacts like a customer at all times
• Strong analytical mindset; able to turn data and feedback into clear improvement actions
• Naturally curious, critical, and proactive; constantly questions “why is it this way?”
• Hands on, persistent, and action oriented. Follows through until results are achieved
• Comfortable working across teams and challenging the status quo constructively
• Strong communication, coordination, and stakeholder management skills