In 2021 Volvo Cars Russia approached EY’s service design task force with an ambitious goal: to become the best in their segment in terms of customer experience (CX). This initiative coincided with Volvo’s shift towards hybrid and electric vehicles, as well as the launch of two innovative services: Our objectives included: Approach Research Foundation The…

In 2018, I undertook a transformative project with SIBUR, Russia’s largest petrochemicals company, to modernize their internal corporate services. With over 44,000 employees and complex legacy systems, the company faced significant challenges in accessibility and efficiency of its internal services. This project marked a milestone in my career, as I successfully led it from inception…

In 2017, I joined Magnit, Russia’s largest retail chain, as an external expert to lead a major initiative: improving customer service quality across the company. With over 360,000 employees and 45,000 stores serving 18 million customers daily, Magnit faced stiff competition in an oversaturated market. Despite its dominance in scale and logistics, the company’s service…

In 2016, I was invited to contribute to the structural reform of a Russian state-owned financial corporation with over a century of history and 17,000 employees. This project stood out for two reasons: it was my first experience working with a state-owned corporation and my first engagement exclusively focused on internal services. The initiative was…

In 2011, I was invited to return to Russia to build a groundbreaking digital hiring platform for Sberbank, Europe’s largest retail bank. Sberbank, with over 250,000 employees spread across 18,000 branches in 17 regional banks and 11 time zones, faced a highly decentralized hiring system, with each region using its own recruiting tools. The project…