PUMB (ПУМБ)
2016 – 2020

Co-designed and co-lead customer centric transformation as well as bank B2B and B2C strategy as well as B2B and B2C product development; initially as a consultant and currently as an Advisor to the Bank CEO and strategic process facilitator.

Projects included:

2016 – 2017 – supported and coached management CEM onboarding, launch of the CEM team, initial Top Down NPS research, start of the first B2B service design project.

2017 – 2018 – coached the team and redesigned Credit Card product Vse Karta (Все Карта) through to completion of pilot in Lviv Region of Ukraine. Generated successful changes of product features, sales and onboarding process. Co-designed and co-lead training course for a 700+ field sales force and telesales. Activation levels increased two-fold at a stable sales level. Product NPS increased two-fold. Retail teams started using design practices, including Persona framework. Field sales force morale improved

Oct 2018 – Dec 2018 – trained and coached five product-lead cross functional teams in following business challenges: X-sales of insurance, digital onboarding in retail, reduction of credit offer cancellations, gaining salary projects, reduction of calls to call-center. Actions prioritized, insurance value proposition redesigned – unit sales increased two-fold. https://bit.ly/2Mx6p4r

2018 – 2019 – exploration of the bank clients digital experience and narrowing down design to all-bank personas, product-channel onboarding strategy, choice of digital channels and tactics of digital onboarding. Training “start initiative with cluster-Persona in mind” delivered, digital strategy reviewed, key strategic, UI/UX and CRM decisions made and implemented, onboarding speed increased in double-digit range.

Dec 2018 – Mar 2019 – client-focused Retail product roadmap redesign: projects reframed to target customer clusters and account for customer journey jobs, barriers and pain-points. Performance of the redesigned products improved.

Dec 2018 – Apr 2019 – design of joint B2B and B2C Retail Outlets Vision factoring in Customer Experience principles. Initiated redesign of top impactful retail customer journeys, sales process as well as physical space.

Apr – August 2019 – facilitation of the bank 5-Y Strategy Process. Customer-cluster focused strategy introduced in B2C business line.

Oct – Nov 2019 – coached service designer and CRM team in campaign communication improvement project. Persona-based communication tactics implemented, response rates improved in double digit range.

Oct – Jan 2019 redesigned the B2B banking account opening and bank onboarding process and coached the B2B process team. Implemented redesign enabled better onboarding experience and process efficiency.

June 2019 – February 2020 value proposition improvement for 5 banking products via open filed service design practical training course. Products included: debit card, bundle of credit card and installment, savings product, acquisition of clients for salary payment product and digital installment. Value Proposition improved or further redesigns initiated

Feb 2020 – Mar 2019 – redesign of CRM X-sell process in retail outlets and telemarketing. Gaps in customer buying journey, employee sales–service journey and X-sell process identified, solutions developed, prioritized; the ones not connected with lock-down credit process limitations tested and implemented. Conversion level in pilot increased two-fold.

Feb – June 2020 – design and facilitation of the 5-Y bank Strategy Process based on segments-Personas, unsatisfied customer jobs explored via Customer Entry Point research and 10 Types of Innovation Framework. Low-fidelity prototypes of the business models developed and are being evaluated.

Kyivstar – VimpelCom, NYSE VIP
2014 – 2016

led company customer centric transformation as a Chief Transformation Officer for telecom market leader. Designed change of company products, processes, IT architecture and operational model based on redesign of key customer journeys. Hired and coached the Customer Experience Management (CEM), Design Projects Implementation (omnichannel), Data science, Digital, Call-center and Project Office teams. Introduced Service Design in the company.

Further, supported and coached teams to redesign top 10 impactful customer journeys and introduced “design first” practice for all key product launches, starting with the 3G launch. Supported joint datascience – service design projects. Coached the Net Promoter System implementation, introduced Pain Map dashboard, CEO and CEO-1 level Customer Experience improvement process. Ensured launch of competitive products, revenue and savings increases, double digit Top-down NPS improvement and NPS market leadership. https://bit.ly/3eXRIUb

Volіa – Internet provider
Dec 2016

Internet and Cable TV provider targeted improving experience and efficiency of service calls at user homes. Defined three customer clusters and redesigned service process to fit their distinct jobs. Process implemented.
https://bit.ly/3eV7oYl

Nova Poshta (Нова Пошта)
2016 – 2017

1) Customer centric transformation for logistics market leader: conducted diagnostics including initial Top Down NPS research. Designed transformation roadmap and engaged Board and top management. Supported the launch of company CEM team, designed intro of Bottom Up NPS research, introduced Service Design to CEM and Product Management practices.

2) Coaching and redesign of two key CJs: B2C from internet purchase through to outlet delivery and return and B2B e-com from onboarding through to management of delivery. Improved Journeys and touchpoints customer experience (CuX) measured in NPS, enabled increase in e-com transactions and KPIs of e-shops onboarding.

Feb 2018 – aramex

Relaunch of digital strategy roadmap design for global logistics provider. Led field research in Amman, Jordan. Discovered gaps in customer and courier experience, delivery journey. Conducted workshops for the team of global and country executives resulting in projects pipeline relaunch, yielding 2x increase in mobile active users and improvements in other platforms KPIs https://eleks.com/case-studies/aramex-digital-logistics-enterprise/

COMFY
Oct 2016 – Mar 2017

project aimed at increase of sales conversion rates in physical shops of electronics retail market leader. Redesigned in-shop sales process, training enablement and marketing support to bridge the gaps with the buying journey. Solutions implemented over 3 years by corporate university in 65 shops. Double digit increase in conversion rates.

Feb 2020

coached and trained 3 teams of leading electronics retailer to tackle following challenges: new value proposition for serial purchase of white goods, increase of traffic to e-shop app, revival of the field sales training process. Value propositions for serial purchase and training redesigned, journey for e-shop app updated. Design skills practiced https://bit.ly/3eSE1px

OKKO
Apr 2017 – Aug 2017

lead and coached petrol stations retailer team to increase sales of non-petrol products and explore business diversification. Created 4 new scenarios of petrol filling process, new product layouts and at-the-cashier service-sales process aimed at both business and consumer wins. Implemented at 400+ stations over course of 3 years.

A High-end Fashion Retailer
Aug – Oct 2019

led the team of high-end fashion retailer looking for a way to improve sales and customer loyalty. Redesigned value proposition based on newly developed customer personas and supported the implementation.

ELEKS
Nov 2017 – Sep 2018

supported and coached client-centric redesign of product catalogue for 1500+ employees IT developer. Catalogue created, lead generation – pre-sales – sales and delivery process redesigned, Value Proposition adaptation for specific client segments – start ups – prototyped and implemented.

GRT Gas,  gas startup appygas
May 2018

as a leader of IT developer (ELEKS) on-site design workshop – coached Berlin-based startup to boost sales of gas market data digital platform. Framed solutions to bridge the gap in offline and online experience and create distinct value proposition for customer clusters: traders, portfolio managers and business analysts. https://eleks.com/case-studies/european-natural-gasmarket-portal-appygas-grtgaz/
https://www.appygas.com/

deep trait, Genetics – Datascience
Oct 2019 – Dec 2019

design of the value proposition for the startup, developing machine learning solution to enhance breeding process for plants and medicine development based on genome modelling. After research developed understanding of the beach market, breeders’ journeys and jobs, and key elements of the value proposition. https://bit.ly/2Ucegsg

DTEK, Energy Utility
Aug 2019

coached and trained 4 teams of major country electricity provider to improve quality of briefs for IT development of following systems: power plants emergency repairs, procurement, recruitment, training. After field research and rapid prototyping briefs redrafted, design skills practiced. Savings in IT and process costs expected. https://bit.ly/30ejZSm

RGC Gazsbyt, Gas Utility
Mar – June 2020

redesign of the company strategy and value proposition to face market liberalization. New value proposition and corresponding marketing campaign designed, with the provider team, based on quantitative and qualitative research and prototyping.

MARIFARM
Sept – Dec 2019

redesign of the contracting and technology transfer process to fit the needs of the outsourcing market for a Slovenian pharmaceutical factory. Designed the new process with the multiple-country team. Launched over a 6-month period https://bit.ly/3cAHN5p https://bit.ly/3gQX05E

GRT Gas, gas startup appygas
May 2018

as a leader of IT developer (ELEKS) on-site design workshop – coached Berlin-based startup to boost sales of gas market data digital platform. Framed solutions to bridge the gap in offline and online experience and create distinct value proposition for customer clusters: traders, portfolio managers and business analysts. https://eleks.com/case-studies/european-natural-gasmarket-portal-appygas-grtgaz/
https://www.appygas.com/

deep trait, Genetics – Datascience
Oct 2019 – Dec 2019

design of the value proposition for the startup, developing machine learning solution to enhance breeding process for plants and medicine development based on genome modelling. After research developed understanding of the beach market, breeders’ journeys and jobs, and key elements of the value proposition. https://bit.ly/2Ucegsg