Resume

Elena Svergunenko

UX Research & Experience Manager

Accomplished UX and CX Research leader with extensive experience in building and ​directing global research teams. With over 6 years of expertise in HCD and Service ​Design, I have worked to make digital environments more accessible and enjoyable ​across fintech, banking, gaming, investment, travel, and e-commerce sectors.

Contact

+49-176-588-08898

@esvergunenko

es@uxthatmatters.com

uxthatmatters.com

13585, Berlin, Germany

linkedin.com/in/elenasvergunenko

Experience

UX Research Director

Xsolla · December 2023 - Present​

Manage and mentor UX Research function, fostering inclusivity and collaboration ​through data-driven research initiatives.

Highlights:

• Developed the UX research strategy from the ground up, expanding from a few ​studies to a comprehensive research program that empowered 4 product ​divisions.
• Facilitate strategic collaboration and cross-functional processes between the ​research team, product teams, and senior management.
• Manage the global hiring and onboarding of top-tier UX researchers, conduct ​competence evaluations, and define the team's professional development p​ath.

Head of B2C and B2E UX Research

Alfa-Bank · July 2021 - Janurary 2024

Led a team of 20+ members, increasing productivity to over 80 projects quarterly by ​innovating processes and research methods.

Highlights:

• Brought Alfa-Bank’s mobile app to the winning top spots in Markswebb’s 2021 ​Mobile Banking Rank and pioneering financial services on social media with ​600,000 MAU (Monthly Active Users) by 2023
  
• Collaborated with over 300 agile product teams, stakeholders, and top ​management to identify research objectives and prioritize opportunities;
• Set up regular UX research processes in 9 bank divisions including HR and IT, ​successfully grown the team from 9 to 21 members from 2021 to 2024

B2C UX Research Lead

Alfa-Bank · September 2020 - June 2021

Joint UX team as UX Research Lead to boost customer-centric culture in bank ​solutions for B2C clients (~30 million people in 2023)

Highlights:

• Successfully grew the team from 3 to 9 members within a year
  
• Oversaw department recruitment, onboarding, and competency assessments, ​shaping the team’s professional growth strategy.
• Guided UX research efforts, mentored the team through the Discovery stage, set K​PIs, and analyzed stakeholder feedback to ensure high-quality outcomes.

CX Researcher

ozon.travel · November 2019 - September 2020

Initiated and executed comprehensive customer experience research, communicated ​impactful recommendations to designers, Product Owners, and business ​stakeholders, and delivered executive summaries to C-level management.