Customer Experience Team is the ownership of self-service channels and manages ongoing improvements of these channels. It also manages process improvement and business development which conducts process and data analysis from a customer experience perspective. Aim of the team is to improve processes throughout the company, and comes up with practical and executable solutions. And it prepares reports of customer experience related metrics; provides support for reporting.-Creating E2E customer journeys for selected Moment of Truths (order, complaint, return etc.) to create the ideal experience.-Working continuously to ensure the best service in all touch points: call center, web, mobile app etc.-Challenging customer service processes to prevent the adverse effects on customer experience.-Delivering high levels of customer service satisfaction, while decreasing calls to agents and lowering overall costsProjects:-E2E IVR and V-IVR design and implementation of them-Visual control of order before the delivery (for the flowers and BonnyFoods)-Harmony Project: Changing the call center display structure-Kronos+ Project: Gathering all processes, trainings and announcements of the call center on one screen.

Process & Program Management Team is designed as an internal consultant team within the bank and observing whole end to end processes as well as pinpointing and removing pain points in all of these processes, piloting and extending new processes for new products. By collecting and analyzing process data to initiate, we develop and recommend business practices and procedures that focus on enhanced customer service, increased productivity, and reduced cost.-Developing user stories, process diagrams, and other documentation to effectively convey requirements to the development team.-Leading process redesign workshops-Identifies the stakeholders required to participate in process definition activities.Projects-Capacity building and planning at corporate and commercial banking-Term deposit project (customer oriented)-TOM(Target Operating Model) Projects-Credits (customer oriented)-Zero Design Process-Car Loan Disbursement from OTOKOÇ -Credit Cards and POS process and screen improvements in all branch types-TOM(Target Operating Model) Projects- Ensuring efficiency in Cards and POS Operation Teams -Credit Card application and disbursement through mobile and internet banking-Digitalization of Business Cards’ and individual cards’ contracts

-Daily media monitoring-Academic research about Syrian refugees and their living conditions to prepare parliamentary research proposal-Policy advice to Kocaeli deputy Prof. Dr. Hurşit Güneş

-Collecting and evaluating the news about Gezi Protests from local and foreign press-Reporting about EU member countries’ exercise power-Researching the policies that Turkey have made about the process of EU harmonization-Evaluating the pros and cons of the projects which have been prepared by Turkey for the EU harmonization process