Poland
As a dynamic Customer Experience (CX) Strategy Manager with 20 years of experience across the Telecom and Retail sectors, I specialize in creating and executing customer-centric strategies that drive business growth and enhance customer satisfaction. My expertise spans customer care, business analysis, sales development, marketing, and user experience, with a proven track record of aligning CX initiatives with organizational goals to deliver measurable results. In my current role, I lead the development and implementation of comprehensive CX strategies, leveraging data-driven insights and cross-functional collaboration to optimize the customer journey across all touchpoints. I apply Agile methodologies, using iterative approaches to efficiently manage projects, foster collaboration, and adapt swiftly to evolving customer needs. My experience as a Product Owner, particularly in cooperation with IT teams, has deepened my ability to translate business requirements into technical solutions that improve customer experience and streamline operations. I bring extensive expertise in business analysis, enabling me to evaluate market trends, customer feedback, and competitor practices to identify opportunities for process improvements and innovation. My collaborative work with IT teams ensures the seamless integration of customer-focused technology, enhancing CX initiatives and overall business performance. I have successfully led Voice of Customer (VoC) programs, developed key CX metrics and KPIs, and delivered data-driven recommendations to senior leadership to improve customer loyalty and operational efficiency. Internationally experienced and passionate about innovation, I am committed to driving cultural transformation, leveraging Agile practices, and delivering value through close collaboration with cross-functional teams and stakeholders. If my experience, expertise, or approach to customer-centric strategies resonates well with you, please feel free to connect - I'm always open to expanding my professional network and exploring opportunities for collaboration.
✔️ Development and implementation of CX strategies aligned with the company's business objectives ✔️ Analyzing customer feedback, market trends, and competitor practices to identify areas for CX improvement ✔️ Leading cross-functional teams to design and execute customer-centric initiatives ✔️ Creating and maintaining customer journey maps to optimize touchpoints across all channels ✔️ Establishing and monitoring key CX metrics and KPIs to measure the success of initiatives ✔️ Collaborating with Marketing, Sales, and Category Management teams to ensure consistent brand experience ✔️ Development and implementation of Voice of Customer (VoC) programs to gather actionable insights ✔️ Driving cultural change within the organization to foster a customer-centric mindset ✔️ Identifying opportunities for process improvement and cost reduction while enhancing CX ✔️ Presenting CX strategies and results to the CEO, Vice-CEO, and senior leadership, providing recommendations for future initiatives
✔️ Project Management ✔️ Coordination of information process flow to the Sales Department ✔️ Working with cross-departments (national and international) stakeholders to ensure that all projects are delivered on time and within the scope ✔️ Preparation of communication of implemented projects ✔️ Training of employees after projects implementation
✔️ Product Owner (Scrum) of automatic contact channels ✔️ Contact channels project management ✔️ Development of My Orange online contact channel at orange.pl ✔️ Implementation of Customer Experience strategy, responsibility for improving end-to-end customer journey experience in the B2B and B2C ✔️ Definition of the scope of customer research, main recruitment criteria and preparation of interview scenarios ✔️ Translation of research insights into action plans to improve Customer Experience ✔️ Working with cross-departments stakeholders to ensure that all products are delivered on time and within the scope ✔️ Analysis of customer feedback to identify pain points and points of delight on customer journey map ✔️ Customer journey analysis ✔️ Functional analysis, functional and user acceptance tests ✔️ Preparation of communication of implemented projects ✔️ Training of employees after projects implementation
✔️ SMS contact channel development ✔️ Functional and user acceptance tests ✔️ Customer service processes improvement
✔️ Telesales and Customer Service