Eliska Reznicek Dockalova

Vice President of Customer Experience

Reporting directly to the CCO and collaborating closely with the CEO, established and scaled the CX domain within the organization, driving a customer-centric transformation (B2C) and implementing a Voice of Customer (VoC) framework linked to product development and customer services. Oversaw comprehensive business reporting on key CX performance indicators, translating insights into actionable strategies that drove growth and enhanced overall customer experience. Led the Business Resilience unit to manage crisis events and their impacts on customers, brand, costs, and operations, while serving as the organization's spokesperson in key markets.

Key Successes:

• Customer Experience Transformation and Brand Reputation improvements: Established an independent CX unit and CX Taskforce, leveraging the VoC framework to influence product and service roadmaps. This initiative resulted in NPS growth from -10 to 70+, CSAT scores exceeding 4, and a Trustpilot score rise to 3.8+, enhancing overall brand reputation and driving future B2C growth.
• Crisis Management: Effectively managed responses to multiple large-scale crisis events, including COVID-19, the War in Ukraine, and the Israel-Hamas conflict (customer, cost, operations impact).

Teams Managed (full Kiwi.com tenure):

• Business Resilience Unit
• Project Management Unit
• Customer Advocacy Unit (customer escalations and legal complaints)
• Customer Insights Unit (VoC initiatives, processes, and AI integrations)
• Business Insights and Data Engineering (dotted line management)
• Process & Innovations Unit
• Customer services: Guarantee team

Managed teams of 100+ FTEs, transitioning to focused units of 30-50 FTEs. Held responsibility for OPEX costs & special budgets (>1M+ EUR) as the budget owner.

Senior Management Engagement: Active member of the senior management team, contributing to strategic decision-making and key performance metrics oversight.

Customer Experience Development

• Built, grew, and scaled the customer experience domain, driving a comprehensive customer-first transition strategy.

CX Analytics and Insights

• Developed a robust CX analytics framework (NPS, CSAT, CES, USP, etc.) to evaluate performance across multiple customer journey touchpoints.
• Established a complex VoC framework, including a complete redesign of survey architecture, standardized insights collection, and the implementation of ML/NLP/AI tools for categorization and reporting.

Strategy & Performance Management

• KPI and OKR Management: Direct owner of multiple company KPIs and OKRs, shared across various domain owners, ensuring alignment with overall business objectives.
• CX and Business Resilience Accountability: Responsible for the delivery and performance of CX and Business Resilience initiatives, directly influencing organizational outcomes and fostering accountability among product and customer service teams.

Crisis Management

• Crisis Response Oversight: Managed responses to a range of crisis events, including travel disruptions, COVID-19, the War in Ukraine, and fintech-related payment issues.
• Oversaw operations during peak travel periods, ensuring effective customer treatment, organizational responses to unexpected events, and cost management.
• Scenario Modeling: Developed and presented (and executed on) multiple crisis management scenario models to the Executive Board for approval, ensuring preparedness for various contingencies.
• Process Improvement Advocacy: Provided recommendations for process, services and product enhancements based on insights gained from managing crisis situations.

Implementation and Standards

• Feature and Strategy Implementation: Oversaw the implementation of new features and service strategies, maintaining the highest standards of customer experience.
• CX Taskforce Leadership: Established and chaired a CX Taskforce comprising senior and mid-level management, facilitating stakeholder engagement to approve and drive important business initiatives and changes.
• Strategic Team Restructuring: Led the transformation of teams to support the rapid growth of the start-up, ensuring alignment with business goals and scalability.

As an On-Site Customer Representative for NetJets, the world's largest private jet company, operations were managed at key airports including London City, Northolt, Luton, and Farnborough. The role involved the daily oversight of incoming and outgoing flights, with a strong emphasis on delivering exceptional customer experiences for ultra-high-net-worth individuals (UHNWI). This position served as a vital link between headquarters’ Owner Services, airport FBOs, flight crews, and customers, ensuring seamless communication and coordination. Extensive knowledge of airport processes and procedures was maintained, along with a commitment to effective conflict resolution involving UK Border Force and security personnel. Feedback loops were established to relay insights back to the business, thereby enhancing service excellence and operational efficiency.

• Billing and Revenue Management: Prepare and analyze billing statements, ensuring accuracy and compliance with company policies while identifying discrepancies and resolving any billing issues promptly.
• Data Analysis and Reporting: Generate regular reports on billing activities and revenue trends, providing insights to management for strategic decision-making and process improvements.

The May Fair Hotel is a prestigious 5-star establishment located in the heart of London, serving as a flagship property within the Radisson family. As part of the front and back office operational support team, the main responsibilities included managing regular check-in and check-out procedures, ensuring efficient operations, and addressing guest inquiries and complaints promptly. Additionally, feedback was processed to collaborate with other departments, all aimed at delivering an exceptional customer experience.

ALFA-HELICOPTER, spol. s r.o. was the first private helicopter airline in the Czech Republic specializing in air rescue services, operating air rescue bases in Brno, Jihlava, Olomouc, and České Budějovice since 2009, with its headquarters located in Brno. Key responsibilities included managing invoices and basic accounting processes to ensure financial accuracy, overseeing day-to-day operations as a liaison between headquarters, pilots, and service suppliers, and co-organizing major events for HEMS that involved over 700 medical and air management staff. Additionally, the role involved serving as a project manager for the establishment of new helicopter bases, such as the emergency services base at BRQ airport, providing strategic support to the CFO, CCO, and CEO, and liaising with helicopter providers during critical procurement phases, including the purchase of Eurocopter.