Experience

Lanka.CX

• Ukraine
• Business Consulting and Services
• 1 - 100 Employee

• Founder. Strategic service designer. Customer experience expert

  • May 2016 - Present

  Kyiv, Ukraine I established the pioneering service design and customer experience agency in Ukraine ✨, committed to advancing the way large organizations serve their customers 🎯. In partnership with our clients, we design strategies and services that boost profitability and foster a positive societal impact, benefiting individuals both locally and internationally 🌏. Our impact spans various sectors and geographies: 🏦 Financial Sector: Forged alliances with the leading banks and insurers… Show more I established the pioneering service design and customer experience agency in Ukraine ✨, committed to advancing the way large organizations serve their customers 🎯. In partnership with our clients, we design strategies and services that boost profitability and foster a positive societal impact, benefiting individuals both locally and internationally 🌏. Our impact spans various sectors and geographies: 🏦 Financial Sector: Forged alliances with the leading banks and insurers in Bulgaria, Moldova, and Ukraine. 🏗️ B2B Collaborations: Catalyzed growth for stalwarts in energy, transport, manufacturing, and finance. 🛍️ E-commerce: Optimized user experiences for platforms in France, Germany, and Ukraine. 🛒 Retail: Guided industry frontrunners in food, apparel, and electronics towards market leadership. 📱 Telecom: Trained in-house teams of service designers in Kyrgyzstan and all three major operators in Ukraine. ❤️ Philanthropy & Social Impact: Joined forces with UNICEF and influential NGOs from Czechia, Estonia, Hungary, Poland, Slovakia, and Ukraine, amplifying their outreach and efficacy. Show less



Kyivstar

• Ukraine
• Telecommunications
• 1 - 100 Employee

• Head of Customer Experience Department

  • Dec 2014 - May 2016

  Kyiv Matching voice of the customer with voice of the business using design thinking process. - Re-designed key customer journeys achieving measureable outcomes: tariff migrations; 3G roll-out; steering customers from traditional channels to digital; mobile internet adoption; MNP etc - Within 1 year launched successful NPS program across 10 touch points - Implemented service design methodology for new product launches



Ukrtelecom

• Ukraine
• Telecommunications
• 700 & Above Employee

• Director of product management department

  • Apr 2014 - Dec 2014

  Kyiv Product portfolio management ant development. Fixed and mobile broadband, Fixed and mobile voice, IPTV etc. - Launched innovative IPTV service - Implemented retention program based on big data analysis



Astelit

• Australia
• Retail

• Head of West Region Marketing Division

  • May 2011 - Mar 2014

  Kyiv Market research and forecast. New products and services development and marketing. Pricing. Customer retention and development. ATL and BTL communications - Designed a successful line of region-specific products and services aimed at simplicity and profitability - Implemented a new approach to regional communications: effective and measurable. Bronze Effie award 2012 - Developed churn-prevention and upsell models based on big data analysis - Drafted scenarios for telecom market… Show more Market research and forecast. New products and services development and marketing. Pricing. Customer retention and development. ATL and BTL communications - Designed a successful line of region-specific products and services aimed at simplicity and profitability - Implemented a new approach to regional communications: effective and measurable. Bronze Effie award 2012 - Developed churn-prevention and upsell models based on big data analysis - Drafted scenarios for telecom market regulation Show less



Mobilochka

• Retail
• 1 - 100 Employee

• Strategic Marketing Consultant

  • Mar 2011 - Jun 2011

  Kyiv Market research and analysis. Competitive analysis. Market forecast. Strategy development - New marketing strategy and step-by-step implementation plan has been developed - Possible options of re-positioning were offered - Several complimentary strategies and tactical advices were provided based on results of field visits and market researches - Comprehensive market analysis was conducted. Including field visits, face-to-face interviews, U&A research, local and international… Show more Market research and analysis. Competitive analysis. Market forecast. Strategy development - New marketing strategy and step-by-step implementation plan has been developed - Possible options of re-positioning were offered - Several complimentary strategies and tactical advices were provided based on results of field visits and market researches - Comprehensive market analysis was conducted. Including field visits, face-to-face interviews, U&A research, local and international market data analysis and comparison etc Show less



URS (TM Beeline)

• Telecommunications
• 1 - 100 Employee

• Marketing Director

  • Nov 2009 - Dec 2010

  Marketing planning. Market research and analysis. New products and services development and marketing. Pricing. Trade marketing. Customer retention and development. ATL and BTL communications. Team management (40+subordinates in HQ and 9 branches) - Planned OIBDA, subscriber base, and revenue grows achieved (23%, 2% and 9% respectively) - Owing to efficient pricing policy Beeline retained ARPU leadership on Ukrainian GSM market - New products introduced to the market (the first… Show more Marketing planning. Market research and analysis. New products and services development and marketing. Pricing. Trade marketing. Customer retention and development. ATL and BTL communications. Team management (40+subordinates in HQ and 9 branches) - Planned OIBDA, subscriber base, and revenue grows achieved (23%, 2% and 9% respectively) - Owing to efficient pricing policy Beeline retained ARPU leadership on Ukrainian GSM market - New products introduced to the market (the first branded phone in Ukraine, 3G modem, IPTV service for internet customers etc) - Several effective promo campaigns were carried out on TV, web and OOH. Bronze Effie Award 2010 for "Two Chairs campaign

• Head of Mass Marketing department

  • Oct 2008 - Nov 2009

  New products and services development and marketing. Pricing. Trade marketing. Customer retention and development. Team management (6 subordinates) - 4 new tariffs were successfully lunched and promoted using TV, OOH and other channels. Silver Effie Award 2010 for "Bum druzi" campaign - Efficiency of one-to-one retention and sales campaigns has improved significantly - Several trade-marketing activities with major vendors and retailers were carried out - Cooperation between my… Show more New products and services development and marketing. Pricing. Trade marketing. Customer retention and development. Team management (6 subordinates) - 4 new tariffs were successfully lunched and promoted using TV, OOH and other channels. Silver Effie Award 2010 for "Bum druzi" campaign - Efficiency of one-to-one retention and sales campaigns has improved significantly - Several trade-marketing activities with major vendors and retailers were carried out - Cooperation between my department and other departments (IT, finances, legal etc) has improved - An efficient procedure for managing remote specialists in regional branches of the company was put in place - A new team of marketing specialists was built from scratch. 3 new managers without industrial expertise were hired and trained. They started to deliver shortly after hiring. All mentioned above helped to achieve planned targets for B2C segment.

• Commercial director of Kyiv Branch

  • Oct 2007 - Sep 2008

  Market plan fulfillment (sales, revenue, marketing expenses). Execution of national marketing actions on the territory of Kyiv branch. Development and implementation of the local marketing activities. Managing the staff of a commercial department (40+ people in Kyiv, Chernihiv, Cherkasy and Bila Tserkva) - I developed indirect sales force motivation program which was later implemented country-wide - Kyiv branch B2B sales accounted for 33% of company sales - A new regional distributor… Show more Market plan fulfillment (sales, revenue, marketing expenses). Execution of national marketing actions on the territory of Kyiv branch. Development and implementation of the local marketing activities. Managing the staff of a commercial department (40+ people in Kyiv, Chernihiv, Cherkasy and Bila Tserkva) - I developed indirect sales force motivation program which was later implemented country-wide - Kyiv branch B2B sales accounted for 33% of company sales - A new regional distributor was contracted

• Manager for cash payments

  • Jun 2006 - Sep 2007

  Commercial launch of innovative electronic top-up services. Negotiations with dealers. Cross-department procedure development and implementation. - In one year 20% of all top-ups were made through this new channel - I discovered a need for mobile data tariff on B2B market. Implemented tariff accounted for 20% of total B2B sales



www.UMKA.com.ua

• Owner

  • Dec 1999 - Sep 2007

  The biggest online shop of Ukrainian music CDs. Worldwide services. Outstanding reputation.



Delegation of the European Commission to Ukraine (Embassy)

• IT Specialist

  • Jul 1999 - Jun 2006

  IT and telecom support for the Embassy.