Anna Pilyutik
CX/UX-researcher | Product researcher | Service designer | Head of UX | Design Thinker
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.
Looking for opportunities where research drives product development and supports strong business decisions.
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
