09/06/2022 updated

**** ******** ****
100 % available

UX Researcher, Service Designer, Strategy Designer, Customer Experience, CX, User Experience,

Zürich, Switzerland
Worldwide
Bachelor + Weiterbildung
Zürich, Switzerland
Worldwide
Bachelor + Weiterbildung

Ich (re)-designe Dienstleistungen, Produkte und Erlebnisse mit dem Ziel die Customer Journey für Kunden zu optimieren, um die Customer Experience zu steigern. 
  • Entwicklung von Journey Maps im Design-Thinking Prozess
  • Führung von qualitativen User Interviews inkl. Customer Research
  • Entwicklung der Service Design Strategie
  • Design von Customer Care Produkten

Languages

DeutschFluentEnglischFluentRussischNative speaker

Project history

CX Manager, Service Designer

PERI

Architecture & Civil Engineering

1000-5000 team member

Consulting the company to improve its processes, products, services and customer experience:

  • Developing and successfully implementing customer service improvement strategy, the journey design
  • Clients’ data analysis and customer research 
  • User interviews and workshop facilitation
  • Tracking customer satisfaction and experience metrics, providing innovation solutions and support in the implementation of new solutions

Service Design, CX Research, Prototyping

PROTEK-GROUP

Pharmaceuticals & Medical Technology

>10.000 team member

  • MVP von einer neuen Klinik
  • Definition des Geschäftsmodells
  • Bestimmung der Funktion und Zusammensetzung der Spezialisten
  • Entwicklung einer Customer Journey Map

UX Design, UX Research, UX Methodenexpertin

Virtually Audio GmbH

Internet & IT

50-250 team member

Anforderungen an eine Raum- und Gebäudesteuerung erheben.
Anhand dieser Anforderungen erhofft sich die Firma wertvolle Hinweise zu erhalten, in welche Richtung sie neue Raumsteuerungssysteme weiterentwickeln soll

UX Research, CX Design, Product Testing, Marketing

MegaFon

Telecommunications

>10.000 team member

  • Provided product testing, customer research in order to deliver smoother customer experience aligned with business KPIs 
  • Successfully managed stakeholders and presented recommendations
  • Team leadership and budget responsibility
  • Digital marketing campaigns, website, advertising


Achievements

  • Built a customer support system in social networks  reducing the call center load by 10%.
  • Led establishment of the first country's online brand management system for digital channels (content management, customer support, tracking competitors' activities, identifying sources of negative information about the brand, etc.) - this allowed to increase customer support efficiency by 50%

  • Collaborations with biggest IT companies: Samsung, Huawei, Kaspesky 
  • Establishment of the first digital strategy for the whole group with uniform communication, KPI and reporting standards

Acknowledgement: 

  • invited as an expert on innovative business administration to the Economic Summit in Baden-Baden
  • expert council member and regular speaker by the Association of Directors of Communications and Corporate Media.

Project Assistant

Seven Days Publishing

Media & Publishing

250-500 team member

  • Maintenance of existing documentation: Controlling and invoicing

Contact form

Log in to get in touch

You need to be logged in to use the contact form.

Sign upLog in