Igor Voloshin

Igor Voloshin Email and Phone Number

Product development project Leader @ Pluschev & Partners
Moscow, RU
Igor Voloshin's Location
Moscow, Moscow City, Russia, Russian Federation
About Igor Voloshin

With over 15 years of experience in customer research, customer experience management, service design, and strategic consulting, has worked on complex B2B and B2C products and services. Builds and scales the research function as a provider of customer, market, and competitor knowledge within the organization, engaging product and operations teams, including C-Level and CEO, in customer-centric principles.Led an international team of CX/UX researchers at CoinsPaid, actively implementing a customer-centric approach. Implemented several key projects, including changing the user payment experience and developing strategic plans to enter the US market. Utilizes a wide range of methodologies, such as Design Thinking and Jobs-to-be-Done, to create value propositions and improve customer interactions.Developed transformation strategies in various industries, including banking and retail. Outside of work, actively teaches the Lego Serious Play methodology and has authored courses on improving customer experience. In 24 months, conducted 15 consulting research projects and over 250 in-depth customer interviews, the longest of which lasted 3.5 hours.📧 𝐄𝐦𝐚𝐢𝐥: awasof@gmail.com 💬 𝐓𝐞𝐥𝐞𝐠𝐫𝐚𝐦: @awasof

Igor Voloshin's Current Company Details
Pluschev & Partners

Pluschev & Partners

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Product development project Leader
Moscow, RU
Website:
pluschev.com
Employees:
2
Igor Voloshin Work Experience Details
  • Pluschev & Partners
    Product Development Project Leader
    Pluschev & Partners
    Moscow, Ru
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  • Пао
    Ux Research Team Lead
    Пао "Мтс-Банк" Nov 2024 - Present
    Moscow, Moscow City, Russia
    Leading a team responsible for UX research for three business streams. Working at the intersection of financial technology and user experience to shape the future of digital banking solutions.## Key Responsibilities:- Build and mentor a high-performing team of UX researchers, fostering professional growth and research excellence- Develop and implement comprehensive research strategies aligned with business objectives and product roadmaps- Oversee multiple research projects across retail banking and premium&private banking- Champion user-centered design principles throughout the organization- Drive research operations, including methodology selection, participant recruitment, and research tools management- Partner with Product, Design, and Engineering teams to integrate research insights into product development- Present research findings to senior stakeholders and translate insights into actionable recommendations
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  • Training & Development Group
    Trainer And Facilitator
    Training & Development Group Apr 2016 - Present
    Moscow, Moscow City, Russia
    • Facilitate MiniMBA Service Design course at the Corporate University of Sberbank, supervise two streams of 8 teams within the course and guide them through homework.• Conducted more than 10 trainings in Russian and English on Design Thinking, Service Design and Lego serious play for top companies in IT, banking, pharma.
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  • Coinspaid
    Team Lead Cx/Ux Researcher
    Coinspaid Dec 2022 - Nov 2024
    Estonia
    - Built a team of researchers from scratch (UX, CX, Research Ops), automating all processes.- Reimagined the payment flow and defended the vision to the CEO, receiving feedback as "worthy of the best consulting teams of the big 3".- Strengthened the value proposition for the trading platforms segment and implemented changes to operations teams.- Developed a crypto processor selection process map and sales funnel from lead to activation.- Implemented a Customer Acquisition Cost calculation project, evaluating engagement channels and ROI.- Formulated the concept of customer experience at the Due Diligence and Onboarding + Integration stages.- Conducted a Customer Discovery cycle among non-gambling/forex segments to identify strategic priorities.- Provided detailed segment descriptions and articulated value propositions, handing them over to Marketing and Outbound Sales for Customer Validation.
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  • Osome
    Senior Service Designer
    Osome Apr 2021 - Oct 2022
    Moscow, Moscow City, Russia
    - Developed a project to automate accounting document processing, speeding up service delivery, improving customer experience, and reducing processing costs.- Conducted over 10 hours of observations, 30 employee interviews, and 10 workshops to shape the target process, convincing all participants of the effectiveness of the new approach.- Mapped over 10 business processes and analyzed over 40 chat stories, transforming a key communication channel and increasing task completion transparency for both customers and the company.- Created a customer journey map, identified pain points and areas for improvement, and planned a backlog of tasks for 6 months.
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  • Boston Consulting Group (Bcg)
    Senior Customer Experience Expert
    Boston Consulting Group (Bcg) Mar 2019 - Mar 2022
    Moscow
    - Worked with Alfa Bank, Gazprombank, SK Soglasiye, Renaissance Bank, Yandex, KFC, First Freight, Bahrain International Investment Company, Strategic Initiatives Agency, Vkusvill, and Pasha Bank.- Conducted 15 customer journey research and transformation projects.- Performed over 200 in-depth interviews and 10 expert audits.- Created over 10 customer journey maps and formulated 30 customer segments.- Identified 500 pain points and conducted 7 workshops to develop a targeted vision of the customer journey.- Developed 2 projects for new value propositions and go-to-market strategies: a last-mile delivery service and a new digital bank for a large IT company.- Conducted 25 in-depth interviews, 10 hypothesis testing interviews, and 10 UX prototype testing interviews.- Incorporated insights into projects to develop targeted customer journey and transformation strategies.
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  • Deloitte Digital
    Customer Experience Researcher
    Deloitte Digital May 2018 - Mar 2019
    Moscow, Russian Federation
    - Developed initiatives to improve customer experience for installment card users at an international bank.- Contributed a hypothesis that changed the project direction on an effective sales manager model for a large European bank.- Led research on the deployment of a new global sales channel strategy for an international tobacco company in Russia.
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  • Redmadrobot
    Business Project Manager
    Redmadrobot Aug 2016 - May 2018
    Moscow, Russian Federation
    - Led a merger with two mobile app development companies, generating RUB 40m in annualized revenue.- Supported three internal product launches through the stage-gate process and closed one as non-promising.- Developed a product line for digital transformation consulting and proposed a go-to-market strategy.
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  • El Bank
    Marketing Director
    El Bank Jan 2013 - Feb 2016
    Togliatti
    - Rescued the bank from bankruptcy and improved its safety record by introducing new deposits and a communications strategy after the Central Bank raised the key rate in December 2014.- Increased brand awareness in the city by 70% through bold communications and service excellence.- Managed the lifecycle of over 40 retail and corporate financial products.
  • Pandapanda — Food Delivery
    Director Of Customer Experience
    Pandapanda — Food Delivery Sep 2011 - Sep 2015
    Togliatti
    - Prepared the company for launch, achieving operational break-even in the first month and capturing 15% of the city's food delivery market within 6 months.- Built the image of a federal player and set new standards for quality of service in delivery.- Developed a brand, customer-centric service processes, website, customer engagement promo, and launch campaign.
  • Be!Five Brand Agency
    Director Of Strategy And Branding
    Be!Five Brand Agency Jan 2007 - Dec 2012
    Togliatti
    - Expanded staff from two to eight people, increasing the average check from 250,000 to 1,500,000 rubles per project.- Implemented more than 10 branding projects.- Adopted design thinking as the main methodology for launching each project.
  • Fiabank
    Director Of Strategy And Branding
    Fiabank Dec 2006 - Aug 2010
    Togliatti
    - Conducted the repositioning of the bank's brand, leading to a record attraction of over 700 million rubles in deposits in one month.- Developed an external communications policy based on brand perception research.- Conducted more than 10 successful advertising campaigns.

Igor Voloshin Education Details

Frequently Asked Questions about Igor Voloshin

What company does Igor Voloshin work for?

Igor Voloshin works for Pluschev & Partners

What is Igor Voloshin's role at the current company?

Igor Voloshin's current role is Product development project Leader.

What schools did Igor Voloshin attend?

Igor Voloshin attended Center Centre, Bath Spa University, Online Course By Mikhail Rudenko, British Higher School Of Art & Design, Wordshop, International Business School, Tolyatti Academy Of Management (Former International Academy Of Business And Banking), Netology, Scrumtrek.

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