Position: Service designer, product manager
Category: Marketing
English level: upper
Years of experience: 4

•Implemented CFL-process (all the detractors are called and rehabilitated) 
•Implementation of the new compensation matrix and fast compensations process
Implemented design system and methodology 
Coaching and mentoring
•Facilitator of the Customer Experience Committee with Directors 
•In-depth interviews
•Qualitative research
•Regular supply of customer feedback to product teams and directors
 •Implemented CFL-process (all the detractors are called and rehabilitated) 
•Implementation of the new compensation matrix and fast compensations process
 •Improvement of the chat-bots
•Regular reporting of “Mystery shopper” project
•Management of NPS measurement process
•Regular teamwork with product teams on e-com projects
•Project management of CX Academy for methodology implementation in the Bank via external consultants (UX/UI/CX) and internal resources (webinars created by myself)
•Development of questionnaires for in-depth interviews and qualitative research
•Management of user-testing products and services (Discovery Lab)
•Participation in design sprints
•Responsibility for customer experience in ATMs and Digital teams, participation in design sprints with these teams, management of
research projects, product testing, CX-audit
•Analysis of research and results presentation to the business departments
•UI / UX-testing of prototypes using remote ways and face-to-face interviews
•Generating reports based on social listening, analysis of activities and mentions of competitors
Would like to work as a Experience designer (customer or employee) or UX researcher