Istanbul, Türkiye
Customer Experience & Customer Intelligence Leader with 16+ years of experience transforming customer journeys into measurable business growth. Proven track record of building end-to-end VOC ecosystems, predictive CX models, and data-driven operating systems that connect customer behavior, operational signals, and financial performance. Led large-scale CX transformations in telecom and mobility, delivering step-change improvements in customer advocacy, cost efficiency, fraud reduction, and contribution margin. Recognized for turning fragmented customer signals into scalable decision systems used across Product, Operations, and Executive leadership. CORE EXPERTISE • CX Strategy, Governance & Operating Model Design • Customer Intelligence & VOC Systems Architecture • Predictive CX, Risk & Churn Modeling • Experience-Led Growth & Unit Economics Optimization • Journey Orchestration & Friction Elimination (E2E) • AI, Automation & Self-Service Systems • Cross-Functional Transformation Leadership • Data Analytics, Segmentation & Behavioral Insights STRATEGIC INITIATIVES & SYSTEMS BUILT • VOC Intelligence Platform: Unified system combining feedback, behavioral and operational data into a single decision layer. • Predictive Problem Detection: Early warning system identifying risk, churn and operational anomalies. • Event-Based CX Model: Lifecycle-driven experience tracking and intervention design. • CX Playbooks: Standardized decision frameworks for operations, risk and customer management. • Self-Service Transformation: Automation-driven reduction of assisted interactions.
erving a large-scale urban customer base with high-frequency usage and complex operational dynamics. Own and lead the end-to-end Customer Experience strategy for a high-growth mobility platform. Repositioned Customer Experience as a core business lever by integrating customer intelligence into growth, risk, and operational decision-making. Built and scaled a company-wide Customer Intelligence and VOC ecosystem integrating behavioral, operational, and feedback data into a unified decision-making system. Led cross-functional transformation initiatives across Product, Data, Operations, and Marketing. SELECTED IMPACT • Transformed the end-to-end onboarding journey into a fully digital, seamless experience, enabling instant customer activation at scale. • Elevated customer advocacy by identifying and eliminating high-impact friction points across journeys. • Reduced dependency on assisted channels by expanding self-service and automation capabilities. • Led fraud detection and risk management initiatives, strengthening control mechanisms and financial performance. • Developed predictive driving score models to proactively manage risk and improve driving quality. • Strengthened resolution effectiveness by redesigning support journeys and decision frameworks. • Delivered continuous CX initiatives shaping product roadmap and operational priorities. • Designed executive-level CX dashboards used in leadership decision-making.
In my role at Turkcell, I managed AI-integrated service robots, interactive voice response (IVR) systems, and voice assistants to enhance customer experience across digital channels. My focus was on driving significant transformation projects, leveraging the latest technologies, and identifying efficiency areas to ensure the best possible customer experiences. Key Achievements: • Led the development and management of an AI-powered chatbot and IVR systems, providing seamless and efficient customer interactions. • Successfully implemented digital transformation initiatives that improved operational efficiency and customer satisfaction. • Played a crucial role in journey management and channel management, ensuring consistent and high-quality service across all touchpoints. • Utilized design thinking principles to create user-centric solutions that met and exceeded customer expectations. • Our AI-powered chatbot received an international award, recognizing its innovative approach and effectiveness in enhancing customer service. • Consistently received significant accolades and awards from the company for outstanding performance and contributions to customer experience enhancement. Skills and Expertise: • Artificial Intelligence Integrated Service Robots • Interactive Voice Response (IVR) • Voice Assistants • Digital Transformation • Customer Experience Management • Journey Management • Channel Management • Design Thinking