Profilbild von Alexandra Richter UX Researcher, Service Designer, Strategy Designer, Customer Experience, CX, User Experience, aus Zuerich

Alexandra Richter

verfügbar

Letztes Update: 06.09.2022

UX Researcher, Service Designer, Strategy Designer, Customer Experience, CX, User Experience,

Abschluss: Bachelor + Weiterbildung
Stunden-/Tagessatz: anzeigen
Sprachkenntnisse: deutsch (verhandlungssicher) | englisch (verhandlungssicher) | russisch (Muttersprache)

Skills

Ich (re)-designe Dienstleistungen, Produkte und Erlebnisse mit dem Ziel die Customer Journey für Kunden zu optimieren, um die Customer Experience zu steigern. 
  • Entwicklung von Journey Maps im Design-Thinking Prozess
  • Führung von qualitativen User Interviews inkl. Customer Research
  • Entwicklung der Service Design Strategie
  • Design von Customer Care Produkten

Projekthistorie

02/2020 - 08/2020
CX Manager, Service Designer
PERI (Architektur und Bauwesen, 1000-5000 Mitarbeiter)

Consulting the company to improve its processes, products, services and customer experience:

  • Developing and successfully implementing customer service improvement strategy, the journey design
  • Clients’ data analysis and customer research 
  • User interviews and workshop facilitation
  • Tracking customer satisfaction and experience metrics, providing innovation solutions and support in the implementation of new solutions

01/2000 - 03/2020
Service Design, CX Research, Prototyping
PROTEK-GROUP (Pharma und Medizintechnik, >10.000 Mitarbeiter)

  • MVP von einer neuen Klinik
  • Definition des Geschäftsmodells
  • Bestimmung der Funktion und Zusammensetzung der Spezialisten
  • Entwicklung einer Customer Journey Map

12/2014 - 03/2015
UX Design, UX Research, UX Methodenexpertin
Virtually Audio GmbH (Internet und Informationstechnologie, 50-250 Mitarbeiter)

Anforderungen an eine Raum- und Gebäudesteuerung erheben.
Anhand dieser Anforderungen erhofft sich die Firma wertvolle Hinweise zu erhalten, in welche Richtung sie neue Raumsteuerungssysteme weiterentwickeln soll

07/2011 - 07/2014
UX Research, CX Design, Product Testing, Marketing
MegaFon (Telekommunikation, >10.000 Mitarbeiter)

  • Provided product testing, customer research in order to deliver smoother customer experience aligned with business KPIs 
  • Successfully managed stakeholders and presented recommendations
  • Team leadership and budget responsibility
  • Digital marketing campaigns, website, advertising


Achievements

  • Built a customer support system in social networks  reducing the call center load by 10%.
  • Led establishment of the first country's online brand management system for digital channels (content management, customer support, tracking competitors' activities, identifying sources of negative information about the brand, etc.) - this allowed to increase customer support efficiency by 50%

  • Collaborations with biggest IT companies: Samsung, Huawei, Kaspesky 
  • Establishment of the first digital strategy for the whole group with uniform communication, KPI and reporting standards

Acknowledgement: 

  • invited as an expert on innovative business administration to the Economic Summit in Baden-Baden
  • expert council member and regular speaker by the Association of Directors of Communications and Corporate Media.

03/2008 - 07/2011
Project Assistant
Seven Days Publishing (Medien und Verlage, 250-500 Mitarbeiter)

  • Maintenance of existing documentation: Controlling and invoicing

Reisebereitschaft

Weltweit verfügbar
Bereit
Profilbild von Alexandra Richter UX Researcher, Service Designer, Strategy Designer, Customer Experience, CX, User Experience, aus Zuerich UX Researcher, Service Designer, Strategy Designer, Customer Experience, CX, User Experience,
Registrieren