Senior Customer Experience Strategiest
Pasha Bank OJSC – Customer Experience Department | June 2024 – Present
Oversaw process optimization across the organization to enhance customer experience and implement actionable solutions. Providing strategic direction for the CX department, including evaluating areas such as the functionality of touchpoints, departmental structures, and software systems, identifying gaps, and delivering structured, strategic solutions.
Focus Areas: Process Analysis, Product Blueprints, Departmental Functionality, Optimization, and Digital Transformation.
Achievements: Delivered a comprehensive analysis of 8 key organizational processes, segmented into AS IS, TO BE, and Action Plan (benchmarks, standards, steps). Presented strategic recommendations to C-Level and Executive Board, proposing
Senior Project Manager
Product Strategy & Management – Azercell Telecom LLC | Sep 2023 – May 2024
In charge organizations strategic projects by reporting to C-level executives including CEO.
Focus areas: Departments and processes: blueprint creation, strategy formulation, process flow optimization, and providing steps for implementing ideal models.
Delivered: Device Sales Strategy – analysis of the current process of the department and preparation of a 5-year strategy | Customer Experience Department Strategy – gap analysis ofthe current process, formulation structure and strategy for next years.