Anna Osmanova Email & Phone Number

London, GB

London, England, United Kingdom

Vienna, Austria

• Lead end-to-end service design initiatives: developed and refined customer journey maps, identifying touchpoints and opportunities for service improvement throughout the customer lifecycle. Introduced, monitored and.
• Lead cross-functional complaints management: based on the complaints and pain point analysis, proposed and implemented measures to enhance customer experience, driving selected network banks to achieve top 3 NPS scores.

Moscow, Moscow City, Russia

• Enhanced product line for emerging affluent customers and launched Citigroup's first debit cobrand product (awarded Best Product in the Emerging Affluent Segment by Frank RG)
• Designed and implemented payroll customer segment management strategy: established a profitability assessment model for new payroll customers, launched a cashback reward programme, implemented customer retention.

• Developed Emerging Affluent and Youngsters Segments, utilizing deep dive customer research and segmentation principles to create a target customer acquisition model, profitability assessment and value proposition set.
• Leveraged a range of customer research methods, such as customer development sessions, conjoint analysis, user interviews, A/B testing, and persona development, to enhance product offering
• As an area product owner for the IT team, developed and launched first Prepaid debit card product, building a specific card management infrastructure.

Moscow, Russian Federation

• Managed media relations to achieve a top 3 citation rate for the bank in the market.
• Planned and executed large-scale corporate events, providing engaging experiences for over 5000 employees.
• Developed and executed internal communication plans to effectively inform, engage, and align employees with organizational goals and values

Mba Essentials

Master Of Arts - Ma, Public Relations, Advertising, And Applied Communication, Diploma With Honours

International And Intercultural Communication