Experience

INBOOST

• France
• Technology, Information and Internet
• 1 - 100 Employee

• Co-Founder & Product owner

  • Jan 2019 - Present

  We believe that each and every one of us should have the opportunity to order, make a purchase, and solve the problem right here and right now with the help of a usual messenger. 💡 Our product: •It's a new page in possible communication with business clients. •This is a new look at the usual communication tools. •It is a platform for communicating with business clients in all messengers. 👆 The client in the usual messenger can: •in one click to request a service •In two clicks order a product/service •In three clicks book time and place 🏢 Business can: •In one click reply to a query •In two clicks confirm order goods/service/time booking •Send promo, invoices or photos •Chat with clients online 📲 INBOOST is about quality communication of business with the client and automation of business processes. #INBOOST #unicorn #ecommerce #startup #communications #communicationsplatform #platform #customer #b2ccompany Show less


Нова Пошта
• Ukraine
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee
• Product Owner

  • Dec 2020 - Apr 2021


Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Senior Service Designer

  • Apr 2019 - Nov 2020

  • Led a cross functional team to optimized content of SMS reminders by using Service Design tools. Result: ↗️ conversion rate by 18%. • Defined critical customer pain points and pushed improvements roaming services. Result: ↗️ NPS by 22%. • Led a cross functional team to redesign the product landing page: an increased conversion rate by 680% and Result: ↗️ Click through rate by 18% and customer resolution was achieved up 73%. • Led a cross functional team to optimized content of SMS reminders by using Service Design tools. Result: ↗️ conversion rate by 18%. • Defined critical customer pain points and pushed improvements roaming services. Result: ↗️ NPS by 22%. • Led a cross functional team to redesign the product landing page: an increased conversion rate by 680% and Result: ↗️ Click through rate by 18% and customer resolution was achieved up 73%.



Idea Bank (Getin Holding S.A. group)

• Ukraine
• Banking
• 100 - 200 Employee

• Project Implementation Team Leader

  • Sep 2018 - Mar 2019

  Responsibilities: • Developing and strengthening bank position in Digital • Facilitating cross-functional teams • Spreading customer oriented approaches • UX research Results: • Customer development is done • Suggested and approved the strategy for Online banking on the board of directors • Investigated customer pain points in current Online banking Responsibilities: • Developing and strengthening bank position in Digital • Facilitating cross-functional teams • Spreading customer oriented approaches • UX research Results: • Customer development is done • Suggested and approved the strategy for Online banking on the board of directors • Investigated customer pain points in current Online banking



Київстар

• Ukraine
• Telecommunications
• 700 & Above Employee

• Designer of Customer Experience

  • Mar 2017 - Sep 2018

  Responsibilities:• Communicating with business stakeholders and C/C-1 level management• Designing new products by service design methodology;• CX project management;• Improving CX;• Facilitating cross-functional groups;• Qualitative & Quantitative researches.Results:• Saved cost of 125K $ by giving the recommendation to refuse from the useless service;• Conducted 297 in-depth and usability interviews and implemented about 110 recommendations during 2017;• Over performed KPI’s by 14%. Show less

• Specialist of Customer Experience

  • Mar 2016 - Mar 2017

  Responsibilities: • Improving CX in key touch points;• Customer journey creating and implementing;• Post analysis of initiatives;• Conducting depth interviews;• Usability testing.Results:• Saved stability of NPS after the most painful initiatives for customer;• Improved up to 60% of the usability mechanic of cash out terminal;• Decreased about 10% claims in call center and gave improvements to the next tariff portfolio;• Controlled budget for Usability Lab and quality of research. Show less

• Trainee

  • Dec 2015 - Mar 2016