Aga Kaim
Customer Research Lead @AirHelp
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WORK HISTORY
Customer Research Lead @AirHelp
Berlin, DE
In my current role, I am focusing on- partnering with cross-functional teams (Product, Operations, Marketing, Strategy, Data) to align on research needs, lead research projects and embed insights into key decisions- synthesizing insights from multiple sources (UX research, market research, customer support data, analytics, AB tests) into clear themes and actionable recommendations- presenting research findings to stakeholders across all levels- supporting teams in translating insights into concrete improvements across UX, service delivery, value proposition, monetization, and operational processes- building and improving research processes- advocating for customer-centric and data-informed decision-making across the company.
EDUCATION
Uniwersytet SWPS
PhD Student, Sociology
Laurea University of Applied Sciences
Business
University of Gdansk
Master of Arts (MA), psychology
Uniwersytet Civitas
Postgraduate Degree, Non-profit Management
ABOUT AGA KAIM
I’m a Berlin-based customer researcher, coordinator, and facilitator with experience across freelance, agency, and in-house settings. Over the last 15 years, I have worked in business, non-profit, and public-sector organisations (culture and social innovation), where I managed multidisciplinary projects, planned and led research initiatives, and built processes that help teams make confident, evidence-based decisions across diverse markets and audiences.In my current role as a Customer Research Lead, I focus on understanding behaviour holistically: not only how people use services, but why they choose them, stay, or leave. I bring together insights from UX research, customer support, analytics, and market understanding to help teams across Strategy, Product, Operations, and Marketing make informed decisions that align business goals with the needs and motivations of the people they serve.And I love what I do.
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