Kristina Maslakova

Sr Business Excellence Program Manager @Microsoft

London, GB

Launched and scaled the global Customer Experience Excellence Program, leveraging sentiment analytics to drive measurable impact- achieved an 8% reduction in DSAT and 2 point increase in NPS across AMER, EMEA, and Asia within first year.• Built and deployed the CX Champion initiative across 50+ regions, creating a centralised dashboard to surface dissatisfaction drivers and empower field teams with targeted insights secured leadership buy-in and delivered a sustained 2% rise in customer sentiment.• Developed a unified CX governance framework and standardised delivery tools across global teams, boosting productivity by 20% and enabling consistent comparison of customer insights. • Closed critical CX process gaps by applying Lean Six Sigma principles and aligning initiatives with regional KPIs, influencing GCXE leadership through data-led decision-making.• Delivered large-scale CX improvements by orchestrating cross-regional, cross-functional teams across engineering, product, and operations, and leading stakeholder engagement to keep metrics clean, visible, and decision-ready for executives.• Supported executive storytelling and program landing plans with clear communications strategies, stakeholder alignment, and rhythm-of-business cadences. Maintained SharePoint-based knowledge hub for field teams, enabling easy access to updates, business insights, and best practices.

Technical University of Košice

Doctor of Philosophy (PhD), Applied Mechanics and Mechatronics