Being a CX practitioner I help companies to become more customer centric and embed human-centered practices into business. My core expertise is in building a comprehensive system around customer experience management including 6 elements: CX Strategy, CX Culture, CX Measurement, CX Research, CX Design & Improvement, CX Governance.

I currently lead the Сustomer Experience team in the largest Ukrainian bank PrivatBank, aimed to drive and coordinate changes needed to improve banking experience of 20 mln clients.

When I was introduced to Service Design in 2018, I became really passionate about it and initiated creating an in-house Service Design practice. Since then I continue to learn and practice applying Service Design methodology and tools to solve various CX and business challenges.