Sara Simonovska

- Increased customer satisfaction by 30% to 40% leading 7 key UX and CX Research and Design projects for complex product domains : (Finance, Software, IoT, Data Analytics, Cabin, AircraftOps...) - Conduct qualitative and quantitative research : user interviews, JTBD, surveys, analytics, user tests and fast iterative prototyping. - Direct insightful presentations for 50+ executives and stakeholders. - Coach and mentor cross-functional teams from research to delivery. - Reduced non essential tasks by 80% launching ResearchOps and creating the IT Lifecycle Design Framework, simplifying Data Protection and introducing a step-by-step guide to apply methods. - Planned and facilitated 35+ workshops and sprints for cross-functional teams, ensuring alignment with business objectives and user needs. Prepared workshop materials including agendas, user research data, and method guides. - Conducted global design thinking sessions for teams, fostering a culture of creativity and problem-solving. - Led the development of a Customer Knowledge Database from vision to launch, projected to save €10M per year to the company.

Directed UX and CX research aligned contributing to product's successful differentiation from competitors, increased user adoption, and improved customer satisfaction. Translating complex data into strategic recommendations has consistently driven project success and exceeded client expectations. - Stakeholder interviews - understanding the business need and challenges, provisional mapping - Customer interviews - understand current experience, pains, gains, useful features, product value - Brainstorming workshops - help Microtica Team find the best ideas to solve customer and UX problems - Priorization workshops - help Microtica executives prioritize investments and in decision-making - Support in marketing campaigns, pricing restructuration, website messaging, backlog features priorization, user interface design and overall product strategy. - UX/CX Recommendations report - delivery of a report with actionable insights, Persona, User and Customer Journeys and recommendations for areas of improvement and innovation - Measuring success KPI and metrics : Conversion rate, New customers and Customer Satisfaction

- In charge of conducting discovery and evaluative UX/CX research to help the R&D department and customer support reduce their efforts on onboarding user and ensure customer satisfaction. -Working closely with the CTO and the Product Teams to identify research opportunities - Facilitating executives C-level market strategy alignment workshops - Creating research plans, define methodology, scripts, timeline and desired outcomes - Reviewing plans with stakeholders, validate and conduct test sessions - Gathering internal knowledge from SME, secondary research and competitive analysis - Recruiting customer participants - Keeping track and manage a database of customer participants - Creating moderators’ guides, screeners, schedule the interviews - Conducting exploratory and evaluative research : interviews, contextual inquiry, shadowing, usability testing… - Analyzing interviews, create maps (customer journey model, user types, experience map, user workflows…) - Sharing and present findings and actionable insight to support decision-making

- Volunteering as a UX researcher for Wikihero : a place where knowledge about UX discipline is shared and discussed - Planning, organizing and conducting user interviews to better understand UX professionals needs in terms of sharing knowledge and learning

Conducting market and user research for a CSR Web tool Uncovering user needs for new functionalities Helping with backlog priorization and decision making Low-fidelity sketching Conducting workshops with stakeholders on CSR & Sustainibility topic

Directed coaching sessions, enhancing team capabilities to strive for business performance and increase number of customers. Designed and delivered training programs on management, business, and innovation, contributing to new business development, differentiation from competitors and boosting team creativity

Founded a P2P Delivery Mobile App, establishing the business plan, conducting market and user research, and prototyping the MVP. Achieved 6th place in a competition, distinguishing Livraki as a top contender in the regional student entrepreneur competition.

Social media communication Organizing events Animating group learning sessions Public speaking and presentation