Position: Product Marketing Manager / Customer Experience Manager
Category: Marketing
English level: upper
Years of experience: 5

Created "customer experience and success" department in the business together with world class Customer Experience Expert - Scarlet Jeffers. Our main goal was to become voice of the customer in the business. 

Integrated customers' health metrics into customers' usage and retention stats for complete analysis of customer base in order to drive retention.

Designed and implemented complete feedback management strategy for SaaS product Including web, mobile, desktop. It means creations of the touch points, reporting, performance monitoring. 

Completed the project on persona creation for one online gambling brand. This took me 2 months of interviews and data categorisation. In the end  VPC was created and implemented by brand in order to launch in a new market. 

"Design thinking" methodology that I worked with 6 months in a row revealed my passion about core customer needs understanding. Project helped business to start transition to customer centricity.  Personally was responsible for "customer centricity" workshops for teams.
Have more than 5 years of experience in Marketing, Product marketing and Customer Experience in SaaS B2C business. Online protection and security niche.
Last 2.5 years working more with customer experience and feedback management, customers health metrics and retention. 
 
On a recent position of customer experience and success expert: 
- created and implemented strategy for customers' health metrics and feedback management
- designed and implemented feedback gathering flow with all touch points cross the channels ( mobile, desktop, Web) 
- consolidated customers' usage stats with health metrics 
- integrated 3-d party feedback gathering tools into in-house infrastructure  order to sync data with internal CRM
- provided business with insight and feedback around main product hypothesis  with the help of interviews and surveys 
- monitored and analysed software daily usage in order to define main pain points for customers 
- built complete journey map which helped to prioritize next product changes

Also have experience working in cross functional Design Thinking RnD team as Marketing expert:
- conducted more than 100 deep-dive interviews 
- created and validated map of main Mac users pains
- conducted different type of surveys and tests including MaxDiff and kano model research
- created personas and value proposition canvas based on findings
I'm definitely "people oriented person" and eager to define people needs, jobs,  pains and try to solve them. I believe in numbers and metrics, I think even emotions can be measured. I find interesting customer development process and believe that customer experience can be differentiator along with unique technology. I hope to join the team that believes and not pretend.