Ezgi Şeker
İstanbul,Türkiye
Summary
Senior Banking Professional with expertise in customer strategy and retail banking. Redefined premium banking propositions, driving customer acquisition and retention. Delivered sustainable business growth by leading cross-functional teams and enhancing customer-centric transformation.
Overview
2
2
Languages
13
13
years of professional experience
Work History
Head of Customer Propositions
HSBC
İstanbul, Türkiye
2023.07 - Current
- Redesigned HSBC Türkiye premium proposition to improve acquisition, retention, and growth.
- Defined customer propositions work by leading the customer propositions team definition.
- Segmented retail customers and set objectives to increase focus across base.
- Collaborated with team members to meet set target results.
- Enhanced working relationships by participating in team-building activities.
- Developed excellent working knowledge of industry trends and improvements in processes.
Customer Experience Manager
HSBC
2021.10 - 2023.07
- Manage customer experience team and act as voice of customers daily.
- Improve customer journey and drive strategic customer experience operational efficiency goals.
- Conduct root cause analysis from feedback using focus groups, surveys, complaints, and benchmarks.
Customer Relations– Unit Manager
HSBC
2013.09 - 2021.10
- Led a customer care team of over 45 members and an analytics sub-team for complaint resolution and relations.
- Implemented customer advocacy for delight issues, building trust and transparency.
- Championed customer-centric culture for retail and commercial banking continuous improvement.
- Served on Customer Complaints Working Group at Bank Associations of Turkey, defining market principles.
Education
Teaching Training - English & Japanese
18 Mart University
09.2002
Skills
- Leadership and motivation
- Mentoring and coaching
- Banking product knowledge
- Initiative and proactivity
- Communication skills
- Business networking
- Problem-solving and decision-making
- Customer relationship management
- Data analysis
- Customer journey mapping
- Stakeholder engagement
- Regulatory compliance
Languages
English
Japanese
Timeline
Head of Customer Propositions
HSBC
2023.07 - Current
Customer Experience Manager
HSBC
2021.10 - 2023.07
Customer Relations– Unit Manager
HSBC
2013.09 - 2021.10
Teaching Training - English & Japanese
18 Mart University