Oleksandra B.

Senior research consultant helping product, marketing, and CX teams turn customer behaviour into clear, defensible decisions. 15+ years across customer experience research, service design, and market intelligence — for clients including Nestlé, GSK, L'Oréal, Avon, AUTODOC, MM Group, Shamal Group, and many more well-known brands. Top-rated on Upwork, 5.0-star average across 45+ projects, with referrals from enterprise clients in FMCG, e-commerce, healthcare, and B2B. Where I add the most value: 🔹 CX & UX Research — customer journey mapping, touchpoint and friction analysis, NPS diagnostics, segmentation, persona development. Previously led a CX/UX research team at AUTODOC (4.2M active customers, 27 countries) where insight-driven changes lifted NPS and clarified behavioural segments used in product decisions. 🔹 Service Design — service blueprinting, frontstage/backstage mapping, journey-to-action workshops, evaluation frameworks for live services. Grounded in Lou Downe's Good Services principles, applied to both digital and physical/in-store experiences. 🔹 Market Intelligence & Strategy — competitor analysis, market sizing, brand health tracking, concept/pack/price testing (PSM), trend monitoring. Built a Power BI dashboard used group-wide at MM Group for C-level decision-making. 🔹 Quantitative & Qualitative Research, end-to-end — survey design, focus groups, in-depth interviews, diary studies, social network analysis, social media listening (Sprinklr), advertising and creative evaluations. Methodology that holds up to scrutiny. I'm equally strong in qual and quant and choose the method to fit the question, not the trend. Clients consistently flag the clarity of my briefing, the defensibility of methodology design, and how the final report actually gets used in decisions — not filed away. Tools: SPSS, Power BI, Looker Studio, Excel (Power Query, DAX), UCINET, Gephi, Sawtooth, Qualtrics, SurveyMonkey, Typeform, Miro, Notion. Sociology background (MA, Kyiv-Mohyla Academy) — I take research design seriously. 📅 Happy to discuss your project — share a brief, and I'll come back with a methodology sketch and a realistic plan within 24 hours.