Neova Sigorta launched the Experience Ambassadors Programme in 2025 to embed customer experience across the organisation through volunteer employees from different departments.
The programme makes customer experience a shared responsibility, highlights issues in customer journeys, and turns improvement areas into action through a micro-journey approach.
Twenty-two volunteer ambassadors joined workshops to build a common customer experience language, support customer-focused thinking, and strengthen solution generation across business units.
Built on the You Matter approach, Customer Promise, Design Principles, and Experience Manifesto, the programme aims to create a systematic, measurable, and sustainable structure.
Sami Kaya, Deputy General Manager at Neova Sigorta, said customer experience should be owned by all teams and that the voluntary model increases employee ownership.
The programme is positioned as a long-term transformation initiative, with outcomes shared with relevant units and actions monitored regularly for continuous improvement.
The goal is to deliver faster, simpler, and more effective processes, respond more quickly to customer needs, and reflect customer feedback more strongly in decision-making.