YOUR MAIN RESPONSIBILITIES

• Map end-to-end customer journeys and identify friction points and improvement opportunities across core experiences.
• Conduct root cause analysis using data, user feedback, and qualitative insights to understand why pain points occur.
• Work closely with Product, Design, Analytics, Growth, Marketplace & Support teams to define solution hypotheses, guide and initiate iterative improvements.
• Own ongoing VOC (Voice of Customer), NPS, and behavioral metrics to surface meaningful insights and convert them into clear product and experience recommendations.
• Partner with Product Marketing and Brand teams to craft messaging & go-to-market plans for new features, experience changes, or platform updates.
• Ensure consistency and clarity across all user-facing touchpoints — from product UI to CRM, lifecycle messaging, help content, and support communication.
• Define, track, and report KPIs for customer experience initiatives, evaluate impact, and continuously refine based on results.

QUALITIES WE'RE LOOKING FOR

• Bachelor’s degree from reputable universities (engineering, economics, management etc.)
• Minimum 3 years of experience in service sectors e.g. e-commerce, banking and telecom
• Ability to interpret data, extract insights, and translate them into strategic recommendations.
• Experience in customer journey mapping/service design/experience problem-solving frameworks.
• Proven ability to work cross-functionally with product, analytics, growth and/or brand teams.
• Strong project ownership, follow-through, and iterative working mindset.
• Results-oriented, well-organized, autonomous and efficient
• Exceptional communication, persuasion and team working skills
• Able to work within a dynamic and fast-paced environment
• Strong verbal and written communication skills in English

- Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.

- Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.

- Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.

- Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.

- Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.

- A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.

- Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.

- Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.

If this role excites you, apply today, we look forward to taking the next step with you.