Viktoriia Poliakova Maier

Customer Experience Analyst @Axway

Île-de-France, FR

Responsible for the Voice of the Customer Program across all of Axway\'s solutions worldwide.Feedback Management & Data Analysis- Administering the Experience Management solution (Qualtrics). Configuring touchpoint and relationship measurement surveys for customers along all product lines and regions, as well as employees. Automating survey follow-up processes with Qualtrics workflows- Building survey automation processes and integrations with other corporate tools in collaboration with the IT teams- Collecting and analysing user feedback, presenting actionable insights on product, process, and service improvements to internal teams- Building dashboards summarizing customer experience data. Implemented sentiment analysis capability from scratch. User Research- Conducting customer interviews to follow up on their experience with Axway’s products and services (Close the Loop). Gathering customers\' improvement suggestions and presenting the research reports to internal teams- Journey Mapping: analyzing and visualizing Axway\'s user insights, from initial contact to advocacy. Sharing the Journey Maps with employees to drive internal awareness about customer experience. Cross-functional CX collaboration- Training employees in the use of Qualtrics dashboards to help facilitate independent customer feedback analysis- Coaching business teams in using Qualtrics to send manual surveys to customers- Collaborating on CX culture initiatives to drive internal customer-centricity.

Emlyon Business School

Master of Science - MS

Fachhochschule des bfi Wien

European Economy and Business Management

Technische Universität Berlin

Data Science with Python & Digital Marketing

JAMK University of Applied Sciences

Bachelor of Business Administration (BBA)