Founded in 1960 in the UK, REED has grown continuously and become a leading brand both in the UK and the international arena. Today REED has 350 offices with more than 3.000 employees and is providing services across 20 specialist sectors.
We work closely with experienced and qualified professionals across a wide range of industry sectors, delivering bespoke recruitment solutions on a variety of roles for mid and senior level.
As Reed Turkey, we are looking for a "Customer Experience Designer" with below requirements for our client operating in Automotive sector in Istanbul.
Qualifications
- Preferably graduated from engineering disciplines, especially Industrial Engineering or universities that provide education in Anthropology, Sociology, Psychology and Design,
- At least 3 years of experience in Customer Experience Management processes,
- Strong understanding of customer journey mapping, persona development and CX measurement tools,
- Advanced proficiency in written and spoken English,
- Competence in Design Thinking methodology,
- Competence in MS Office programs,
- Experience in using relevant tools such as Mural, Miro, Figma,
- A good team player with strong planning and follow-up skills,
- Ability to use strong communication skills to ensure team collaboration and manage requests effectively.
Requirements
- Collaborate with cross-functional teams (product, marketing, sales, aftermarket, network development, etc.) to implement CX initiatives.
- Support customer research initiatives and gather feedback to inform design decisions and better understand the effectiveness of CX improvements.
- Follow, create, and maintain CX guidelines and standards to ensure a consistent and seamless experience across all customer touchpoints.
- Conduct workshops to promote a customer-centric culture within the organization.
- Actively engage with our nationwide dealer network to ensure a consistent, high-quality customer experience. (Domestic travel will be required.)
- Maintain active communication with our manufacturer and gather insights and best practices from global markets to enhance our local operations. (International travel will be required.)
- Stay current with industry trends and best practices in customer experience design and automotive services.
- Design and maintain customer journey maps to identify pain points and improvement opportunities in sales and aftermarket processes.
- To act as a brand approach “Human Touch Ambassador”, ensuring that every customer interaction embodies the personal touch and attention that our brand represents.
- To organize customer clinics and report results in actionable formats.
