Experience

Kovalska

• Ukraine
• Construction
• 100 - 200 Employee

• Head Of Customer Experience

  • Aug 2021 - Present



Київстар

• Ukraine
• Telecommunications
• 700 & Above Employee

• Senior Service Designer

  • Mar 2020 - Jul 2021

  - Customer Experience Department strategy development.- Service designers team management. Assignment tasks and projects to service designers and monitoring of tasks performance. - CX projects management. - CJM of strategic and key products.- Customers’ metrics CSI, NPS measurement and presentation of the results at the top management level.- Facilitation of cross-functional teams. Perform cross-functional workshops using Service Design methodology.

• Service Designer

  • Apr 2017 - Mar 2020

  - Qualitative researches (hall test, in-depth interview, ad hoc, usability testing). - Design of the questionnaire for researches and CSI, NPS index measurement. - Analysis of customers’ feedback and presentation results to business owners. Formulating plan for the improvement.- Post analysis of business initiatives.



lifecell Ukraine

• Ukraine
• Telecommunications
• 700 & Above Employee

• Leading Customer service process management specialist

  • Oct 2014 - Apr 2017

  - Participation in the creation new campaigns for promotion company’s products and services.- Participation in the development and approval of POSM.- Initiation and support of CX projects. - Participation in the creation new campaigns for promotion company’s products and services.- Participation in the development and approval of POSM.- Initiation and support of CX projects.