- 25 subordinates, 1 CRM cross-functional team, 2 development teams Jira and Claim management - Best customer experience in products and segments (team of CX experts, built from scratch) - Implement and lead cross-functional processes from CX view (Business incidents management, unified process of Retail campaigns launch in Jira, unified process of "CX products and processes debts") - Launch regular service CRM communications and support service channel in bank's mobile application - Control loyalty budget, manage and settle rules for application in cases when bank is not guilty, but we satisfy client's request - Implement AI instruments into regular work (developed tool for customer feedback analysis, root causes identification, etc) - Improve CX in Outlets (100+ service leaders in all regions) - Implement CX framework (discovery part in products development process) - CX culture projects implementation

Duties: - Lead customer experience function in all banks' business lines (9 subordinates) - Build metrics Voice of Customer - Create system of customer communications incl. tone of voice in all channels - Provide solution of systemic clients’ problems and work with root causes - Lead projects on involving bank employees in customer centricity culture - Create better customer journeys

Duties: - Define customer experience (CX) strategy for B2C clients and find out main improvements to be made to increase customer loyalty in the Bank - Provide analysis of Loyalty Index, pain points and its influence on financial losts - Evaluate correlation between Loyalty Index and Financial performance - Present quarterly unified report on clients experience in all touch points of the Bank (Call Center, Stores, ATM, all digital channels), including claims and complaints, operational KPIs, customer satisfaction and loyalty indexes, list of assignments - Provide analytical support of customer experience projects (projects payback, potential economy, etc.) Accomplishments: - CX strategy was agreed by management for further implementation in the Bank - CX list of KPIs was defined and set to all employees of the Bank from top to frontline - Evaluated cost of 1 point of loyalty in churn and net revenue per customer - Based on quarterly reports, 27 assignments were made to other Departments to improve customer’s loyalty - Developed monthly reports: customer satisfaction indexes in all touch points, repeated claims (main reasons, dynamics, areas for improvement), weekly report for Stores with quality KPIs - Loyalty Index demonstrated positive trend of growth - Launched close feedback loop program in Stores

Duties: - Achieve top level goal of OPEX improvement and implement calls reduction program (controlled by HQ in Amsterdam) - Build root cause analysis of client’s requests to Call Center in all businesses (Mobile B2C and B2B, FTTB) - Based on customer journeys, implement initiatives to prevent/ reduce calls to Call Center and transfer customers to digital channels - Initiate developments / modifications of existing systems, business processes, products and services in collaboration with Marketing, Digital, IT, CRM - Interact with HQ in Amsterdam and collaborate with all companies of the Group, to make cross-countries experience exchange Accomplishments: - Calls were reduced on: 50% in Mobile B2C, 30% in FTTB and 20% in B2B Created new team of fighters for clients happiness, 13 subordinates - Built ongoing process of regular monitoring of customers’ requests (Kaizen) - More than 100 initiatives were implemented based on customers journeys analysis, call reasons, including: new segmentation, notifications improvement, IVR requests automatization, web site and SelfService updates, errors elimination, work with frequently callers, etc.

Duties : - Develop quality control system management in Call Center, improve incident management process and implement quality control of products and services - Build cross- channels root cause analysis of requests from customers in all touch points with company - Monitor performance according to agreed standards and take necessary action to sustain required performance levels - Develop and implement initiatives to transfer clients to digital channels and to meet organizational quality and performance goals Accomplishments: - Formed Quality management department (6 direct reports and over 200 people in the functional subordination) - Implemented new quality control system in all Call Centers – o Satisfaction index of quality control increased on 2% o Objectivity of quality control assessment rose on 3% o Call Center agents KPI NPS improved on 3% o Self Service promotion in calls increased on 6% - Processes of quality control were optimized in all Call Centers as a result ~ 40 hours per month were released - Calls to Call Center reduced on 220 ths. per month due to implemented initiatives of products improvement - Improved communication with the client – more than 50 products and services notifications were changed - Implemented a new process of incident management – trouble tickets time solution was decreased on average 4.5 hours

Duties : - - Develop approach of service KPIs setting from customer’s view - Improve cross-functional collaboration to increase customer satisfaction of products and services - Implement NPS Closed Feedback Loop process in Call Centers - Manage 2 groups (over 20 people in the functional subordination) of closing feedback loop in Call Centers (control productivity level, make quality control assessment, provide personal mentoring) - Manage and monitor projects to improve customer satisfaction and increase NPS - Monthly Steering Committees reporting for CEO and top management

- Leading 3 groups in Customer Experience project: Customer Care, Sales, Web and appl - Data analysis and collaboration with teams in customer-focused activities implementation and impact status tracking - Providing guidance on Customer Experience project progress, including monthly Steering Committees reporting for CEO and top management

Duties : - Analysis, working out and description of business - processes of sale and service of B2C fix products (Fix voice, xDSL, Cable TV) - Forecasting of the future situation and recommendations preparation in processes of B2C fix sale and service - Supervising and monitoring team of 9 working groups within Customer Experience project - Introduce idea generation technique and facilitate workshops to define customer experience progress across key functions in different structure level

Duties : - Gathering, generalization, monitoring, information analysis in Integration project, FTTB project - Working out of Integration results reports for each function - Prepare Integration status reports for Steering Committee