I am an experienced UX/CX research leader with over 8 years of expertise in e-commerce, banking, B2B, telecom, agriculture, public sector, and education. I help teams deeply understand users, implement Human-Centered Design, and foster a data-driven decision-making culture. Looking for opportunities where research drives product development and supports strong business decisions.
Key Areas of Expertise:
Key Areas of Expertise:
- Establishing and scaling research processes
- CX/UX research (qualitative & quantitative), customer experience evaluation (NPS/CSI, CJM, Service Blueprint)
- Training and developing product and research teams
Work
Qualiative research for FosAgro
Focus: key needs and level of digitalisation of farmers in Russia.
Instruments: hypotheses, in-depth interviews, clustering and data analysis, CJM, personas, gap analysis in user scenarios, digital prototyping.
Instruments: hypotheses, in-depth interviews, clustering and data analysis, CJM, personas, gap analysis in user scenarios, digital prototyping.
Organisational design & research for Leroy Merlin
Focus: employee journeys for Head-office managers and store employees.
Instruments: hypotheses, in-depth interviews, clustering and data analysis, CJM, personas, gap analysis in user scenarios, design thinking workshops.
Instruments: hypotheses, in-depth interviews, clustering and data analysis, CJM, personas, gap analysis in user scenarios, design thinking workshops.
2023-2025
Head of Product Research at X5 Retail (Russia’s #1 Retailer)
- Built & Led UX Research — Established the UX research & editorial function, leading a team of researchers and writers to enhance product decision-making.
- Optimized Customer Experience — Developed a customer satisfaction measurement system and addressed key customer pain points in the platform redesign, which helped improving NPS/CSI by 30%.
- Strengthened Discovery & Cross-Team Collaboration — Integrated HCD & research into the Discovery process across united teams of e-commerce platforms, working closely with product, design, and leadership teams to drive user-centered improvements.
2021-2023
- Built & Led UX Research — Established a 16-person UX team and the B2B CX/UX Lab, supporting 120+ product teams with advanced research tools like emotion AI and eye-tracking.
- Optimized UX & Boosted Customer Satisfaction — Developed a UX prioritization framework, resolving 70 critical issues, preventing 100% of critical failures in top-100 user scenarios, and implementing a customer satisfaction measurement system for top-30 use cases.
- Improved Product Discovery — Rolled out Discovery processes for 120+ teams, trained 50% in HCD, and contributed to launching 30+ new services.
2016-2020
Senior researcher, interactive designer at Wonderfull (design thinking lab)
- Conducted user research, usability testing, gap analysis, and CJM/EJM across multiple industries (retail, telecom, agriculture, education, etc.).
- Led design thinking workshops.
- Created personas, wireframes, digital prototypes, and design systems.
- Defined product development priorities and employee journey strategies.
Other projects
2020-2024
Competency Assessment Framework for CX/UX Researchers
Together with Elena Svergenenko we created a Kit for Researchers, Team Leaders, and Business Managers
2024
Speaker at the Service Design course
Design Thinking Center (member of Global Design Thinking Alliance).
Topics: Change Management, and Implementation of Service Standards
Topics: Change Management, and Implementation of Service Standards
2018-2019
Educators project
Desing thinking for teenagers and teachers. Product owner, methodologist. Design Thinking Center
2017-2019
Building trend research practice at Wonderfull
Tools for creating product ideas based on trends
Contacts
