Istanbul, Istanbul, Türkiye
I started my professional career in banking in July 2018, beginning in Operations and progressively expanding into Marketing and Product Development roles. I have worked on product development, marketing, and process improvement across various digital channels, including remote customer acquisition, corporate websites, self-service technologies (ATM & VTM), and internet/mobile banking. Most recently, I have taken on similar responsibilities during the establishment process of Dünya Katılım, where I continue to contribute actively.
During a short-term assignment at Kuveyt Türk, I followed the product development processes for retail card products. I contributed to projects focused on innovative payment solutions, including NFC-based payments and TR QR code transactions. Additionally, I supported the migration of certain card application processes to the mobile banking channel, helping to enhance the digital customer experience.
I contributed to the development of Kuveyt Türk’s corporate mobile and internet banking channels. Representing the digital channel, I was involved in various product development projects related to corporate customer cards, POS and QR code payments. I collaborated closely with marketing and IT teams to introduce new features and enhance the overall customer experience within these menus. In addition, I acted as a digital channel representative for company-wide initiatives such as Open Banking, Platform Banking, and Digital Wallet projects, ensuring seamless integration and alignment with digital strategies.
I worked on Agile product development and marketing initiatives for ATM and VTM channels at Kuveyt Türk. In this role, I contributed to enhancing both the functionality and user experience of our ATMs and VTMs. My responsibilities included: * Adding new features and improving existing ones * Leading UX/UI improvements, conducting benchmark studies with other companies, and optimizing menus based on NPS scores * Running communication and campaign initiatives to increase usage of ATM products * Personalizing ATM screens for marketing and customer engagement purposes * Improving ATM availability and implementing solutions to enhance customer satisfaction on devices with issues * Managing joint ATM collaboration processes * Conducting local and global benchmark studies, organizing brainstorming sessions, and driving innovative initiatives * Analyzing data to generate actionable insights and reduce operational workload for branches * Resolving customer feedback and observations * Monitoring regulatory requirements and ensuring compliance
During my time at Kuveyt Türk, I had the opportunity to work in the Operations team under “Senin Bankan”, the bank’s digital remote customer acquisition initiative. I managed a team of around 25 employees operating across five cities, where we focused on coordinating customer visits, monitoring customer satisfaction, and improving operational processes. I was actively involved in ensuring that post-visit documentation was accurately reviewed and that account opening processes were completed in a timely and compliant manner. In addition, I supported performance tracking and provided hands-on field support to maintain service quality.