getirfinans operates within Banking as a Service model, having established partnerships with players at banking sector. getirfinans has quickly become a favorite banking mobile application—reaching 1.5 million users and counting; with its daily interest-earning account, low-interest loans, competitive foreign exchange rates, free money transfers, and cards delivered within minutes.
What You’ll Do
- Contribute to shaping getirfinans customer experience strategy by translating customer insights into actionable initiatives.
- Contribute to the design and improvement of end-to-end customer journeys by mapping user flows and identifying improvement areas.
- Utilize design thinking methodologies to contribute to ideation and support projects that address customer needs and create value.
- Track and support the management of customer satisfaction metrics (CSAT, NPS) and provide regular insights.
- Analyze and synthesize customer feedback from multiple sources (surveys, operational data, contact center data, social media, customer research) to identify trends and surface improvement opportunities.
- Uncover root causes behind customer feedback and work with relevant teams to drive experience improvements.
- Prepare periodic customer reports (VoC, NPS analyses, etc.) and help represent the customer perspective across teams.
- Collaborate closely with product and UX teams to integrate user experience principles into ongoing projects.
- Monitor customer interaction KPIs across touchpoints and highlight experience gaps.
What You’ll Bring
- Bachelor’s degree from reputable universities (engineering, business administration, economics, etc.). A master’s degree is a plus.
- Experience in customer experience, process development, or digital channels.
- 3–5 years of experience in service sectors such as e-commerce, banking, or telecom. Digital banking experience is a plus.
- Understanding of digital banking, mobile apps, open banking, digital/neo banks, and Banking as a Service (BaaS).
- Knowledge of service design and design thinking methodologies, with the ability to translate user insights into practical recommendations.
- A customer-centered mindset with the ability to identify and analyze pain points.
- Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Proficiency in Microsoft Office programs.
- Proficiency in English.
What getirfinans Offers
- A unique opportunity to work in a people-first startup environment within a fintech business poised to revolutionize the delivery of financial services.
- A hands-on role with strong learning, ownership, and progression potential.
- Dynamic, technology-driven environment with ambitious growth plans.
- Collaborative culture focused on impact, innovation and continuous learning.
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