Customer Experience Specialist​/Senior Specialist

Who we are

The Path to the Future is with Enerjisa!

We work in line with our vision of a sustainable energy world for all; and we accelerate sustainable energy transformation by providing the infrastructure and services required for the future.

We focus on creating value both for our employees and society at each step we take to succeed today and in the future.

Pioneering the energy transformation in Türkiye with a particular focus on sustainability and the vision for a better future for all, Enerjisa Enerji provides service to 25 percent of Türkiye in electricity distribution and retail, which are the main fields of activities of the company. Being the prominent player in the industry, our company reaches 10.7 million customers in 14 provinces and provides electricity distribution services to more than 22 million users.

Furthermore, while Enerjisa Enerji offers renewable energy, efficiency, and green energy solutions to its customers via its Energy of My Business brand, the company also operates the first and fastest charging station network in Türkiye with Eşarj, the company of which Enerjisa owns majority of its shares.

We offer sustainable solutions touching peoples’ lives with our business models focused on efficiency and technology in line with our approach centering on people, technology, and customers. During the course of our activities, we have the goal of assessing new opportunities in the sector and creating value for our partners, customers, employees, suppliers, and community.

As the agile and innovative energy company of Türkiye, we are powered by people and build our activities on the values of integrity, passion, courage, continuous development, and engagement.

We are looking for a colleague for our Customer Experience Team
!

• Measuring, following and improving Customer Experience Scores such as:
  Net Promoter Score(NPS), Customer Satisfaction Score(CSAT) and Customer Effort Score(CES) in all touchpoints,
• Conducting customer research and market analysis to identify trends, behaviors, and B2B & B2C customer needs and expectations, (Qualitative & Quantitative and Market research)
• Preparing regular insight reports and highlight root causes and improvement opportunities
• Mapping and optimizing end-to-end customer journeys using data, insights, and process analysis,
• Identifying pain points and work with relevant business units to design solutions,
• Experience with Voice of Customer(VoC) tools to design and conduct surveys participated in the integration process of the VoC platform,
• Working closely with business units to continuously improve processes and generate new projects by looking at all processes from a holistic perspective,
• Presenting research findings through reports, presentations, and dashboards to Top Management and key stakeholders,
• Supporting data-driven decision-making by staying current on the latest industry trends, technologies, and best practices in customer experience.

• Preferably a bachelor's degree in Business Administration, Engineering, Statistics, Economics, Psychology or Sociology,
• Minimum 2 years of experience in Customer experience, Customer insights, Service design, Marketing or related roles,
• Experience with B2B segments is a plus,
• Experience with Voice of Customer tools and CX platforms, (Miro or Visio)
• High customer focus and proficiency in developing Customer Experience strategy,
• Well-developed coordination and communication skills,
• Strong problem-solving abilities, analytical thinking and design thinking skills,
• Proficient in MS Office applications,
• Advanced in English,
• Ability to work in İstanbul or Ankara,
• Knowledge of SAP and SAS systems.

• Pre-Interview, Personality Inventory, General Aptitude and English Tests
• People & Culture Team Interview
• Learning Agility
• Reference Check Job Offer

• Hybrid work model supported by ergonomics and communication,
• Flexible working hours and hours without meetings,
• Extensive private health, and life insurances & company-supported Private Pension Insurance,
• Inter-departmental rotation opportunities,
• Training & development opportunities supporting both personal and professional competencies,
• Leave package including 5-Day Welcome Leave, Birthday and Extended Parental Leaves,
• Employee Support and Counseling Practice Resources (Meditopia)