Pavel Zagorodnikh Email & Phone Number

Istanbul, Turkey

In voluntary health insurance operations automation:- Improved medical loss reason search → better data quality → more precise loss ratio control measures- Enabled correct accounting of the new clinic access type where people pay first and get remunerated afterwards → more clinics in the commercial offer → higher insurance purchase conversion rate.- Gathered, structured and prioritised product's problems and pain points → more transparent and systematic team work → more predictable deliverables.- Led customer interviews and surveys → extracted and prioritized insights → turned insights into initiatives → executed with the team.- Managed a development team (with my great teamlead): system analysts, QA, backend devs.Extra:- Helped migrate company knowledge base to Notion: database design, migration flow design, workshops, video-guides, internal consulting.

Remote

Robo-calls and chat-bots, WhatsApp and payment systems integration, HR and sales processes automation, automated performance review, NoCode for business-critical processes, analytics, Zoom ISV.Implemented robocalls for clients' test class confirmation.20 people → 1 robotMore time for solving customers' problems instead of wasting time on "didn't get through" call attempts.Transparent analytics.Implemented Whatsapp in sales and customer support.Fewer calls → more convenient for people → higher CR → lower CAC.Higher data quality, simpler analysis.Introduced WhatsApp chat-bots for clients' attendance confirmation.Higher Lead to attendance conversion.No need to ping the clients manually.Automated routine operations of the Sales team with NoCode (integromat).Less copy-pasting between systems.Higher data reliability, less error-prone.All data automatically sent to CRM.Automated internal tools balance monitoring.Chat alerts about tools's current balance via regular GUI crawling, nocode.Implemented Klarna payments.Increased ARPPU and amount of initial purchase.Automated "new hire request" flow for HR team (tally.so, integromat, huntflow.ai).Less HR time on searching info, more streamlined process for hiring managers, better HR-forms UX.Automated performance review flow for HR team (tally.so, make.com, Notion).No more manual page creation and review copying.Improved mass HR flows.Less error prone through data validation and auto data-fetching.More user friendly forms → higher candidate CR → lower cost per hire.Analytics and dashboarding(Redshift + Quicksight)Most popular days of week and times of day for lesssons.Robo-calls analytics.CRM research + purging excessive garbage fields.Contracted Zoom for lessons: 200+ individiual accounts → 1 account with 200+ sub-accounts. Instant settings change for all students, more predictability, stability and control, simpler API.

Managed internal tools for a growing startup (30 → 100+ people in 4 months)(task tracking, knowledge base, onboarding)Led analytics automation projectmanual data import → automated data extraction, import & visualization(getcource API & MyBiConnect, python&GH actions, Clickhouse, airbyte, powerBI)Developed&Implemented a system for new platform experts scoring. 1 quality expert per week → 6+Implemented password and sensitive data management softwareImplemented G-workspace for 100+ people (drive, email, docs, calendar)Automated course scoringPartially automated employee onboardingBuilt interconnected knowledge base of the three value streams: expert acquisition, courses launch, automated funnels.Eased and sped up inter-department communication. Cut in half the time it takes for information transfer from one stage to the next.Built No-Code chatbots for HR scenarios (birthdays, office reminders) with integromat&zapier

Responsibilities- Filling the backlog (sources: customer research, market research, surveys, product analytics, stakeholder interviews)- Backlog prioritization (RICE, impact mapping)- Team management: used SCRUM methodology for development team weekly sprints and KANBAN methodology for design and translation teams- Feedback-based processes improvement (Jira workflows, Notion kanban boards for design and content teams)ResultsOutcomes:- Reversed the paying users decreasing trend to increasing one: acquired new customers through SMM and email-marketing; simplified the payment flow.- Increased registration-to-profile filling conversion by 23% via a new step-by-step registration flow.- Increased conversion from landing page view to payment by 15% via eliminating the excessive registration and payment flow steps.- Increased transparency of the development and translation team → increased trust from management and strengthened the negotiation position of the team.Outputs:- Implemented qualitative user research process: interview → hypotheses generation → prioritization → test.- Created user data collection methodology: events description → tool selection → implementation → metrics definition for the main user flows (hotjar, google analytics, redash, amplitude).- Created internal static pages builder for marketing purposes and rapid content change.- Launched localization in 9 languages (used in-house translation team + agency).- Conducted 90+ interviews in Russian and English.

Responsibilities- Collected and refined product requirements from business stakeholders → described and transferred into the product team- Support team processes automation- Website content planning and quality control: news for English-speakers, posts and articles- Special projects: offline-events, online-electionsResultsOutcomes:- Attracted 49 paying speakers to the scientific congress (entry fee 300 EUR).Outputs:- Coordinated the tech part of the scientific congress: registration page, payment integration, interactive program, live broadcasting, photos and videos after the event.- Automated user support process support: implemented ticket system tool, trained the support team.- Sped up the content creation and posting process. Spotted and highlighted the bottlenecks, tested the solutions, created video guides for complicated operations.- Increased content quality: introduced spelling and style-checking software, implemented requirements for content visual consistency.- Decreased time for the task description: implemented video descriptions via loom (screencast + comments).

Responsibilities:Ambassador- Company promotion inside the student community- Online and offline events assistance: webinars, lectures, workshops, coursesUX-intern- Qualitative and quantitative research: in-depth user interviews, focus groups, diary studies, usability testing, surveys.- Research knowledge base usability improvement and optimization.Product intern- Epic description refinement- Market research (sensor tower, app Annie, statista, similarweb)ResultsOutcomes:- Increased smart card view to payment conversion by 20%: coordinated the FAQ creation for the new smart-card feature → increased feature usage → increased engagement.- Negotiated free ad placement in student communities (36K, 8К, 5K).Outputs:- Optimized and improved UX-research Confluence knowledge base: it became easier for the team to find the research info they need.- Describe the first iteration of the "Mail to self" functionality in the Mail.ru email web app.- Co-created help articles for the new "smart cards" feature: editing, dev⇔tech writers coordination.- Automated UX-lab navigation process for research participants: descriptive links and photos — eliminated the need for manual navigation instructions for each participant.- Organized, coordinated and conducted lectures on IT-professions for non-IT students (RSUH and MGIMO universities).