Eliska Reznicek Dockalova

- reviewing the current business set up & processes with zoom in on the Customer Success area for Enterprise clients

- establishing CX strategies, processes and reporting foundations

- temporarily leading on 2 major Enterprise accounts

- designing basic survey architecture to collect feedback across multiple touchpoints of customer journey

• 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 servicing strategy
• Built & managed comprehensive business reporting on key CX performance indicators, translating insights into actionable strategies that drove growth and enhanced overall customer experience feeding directly into product & servicing roadmaps
• Co-designed customer journeys / service blueprints
• Built & Led the Business Resilience unit to manage crisis events and their impacts on customers, brand, costs, and operations
• Served as the organization's spokesperson in key markets (CZ, SK, HU, PO).

KEY SUCCESSES:

1. Customer Experience Transformation

• Established and led an independent CX domain (Customer Insights & Strategy, CX Analytics, CX operations, CX PMO) leading cross-domain initiatives to enhance customer experience and brand reputation.
• Developed a comprehensive survey architecture integrating ML/NLP/AI tools for collection of customer insights & feedback across multiple customer journey touchpoints (incl. review sites BBB, Trustpilot, socials)
• Established primary and secondary company level CX KPIs & OKRs and driving actions resulting in significant improvements: NPS increased from -10 to 70+, Trustpilot score improved from 1.2 [post-COVID] to 3.8 (114k reviews), prior COVID (>9) and CSAT maintained at strong 4+ performance across the board.
• Built the Voice of Customer framework connecting the available customer feedback & CX performance indicators into comprehensive reporting feeding the product & servicing roadmaps
  

2. CX Domain Development and Team Management

• Built and scaled the customer experience domain within the organisation, driving a customer-first strategy.
• Established a Customer Advocacy team handling customer complaints, escalations from major partners, managed social media sites & feedback including review sites with a strong focus on improving CX and turning issues of customer into actionable items within the organisation
• Managed over 100 FTEs during full Kiwi.com tenure, transitioning to more mission focused units (40FTEs)

3. CX Analytics and Insights

• Developed a robust CX analytics framework to evaluate performance across product & service customer journey touchpoints (USP, Ease of Use, CES, CSAT, NPS & other product specific surveys)

4. Crisis Management and Business Resilience

• Established and led crisis management unit, responsible for monitoring, reporting, and responding to disruptive events and their impact
• Managed responses to significant crisis events, including COVID-19, weather, strikes and geopolitical conflicts (Ukraine war, Israel Hamas war,..), ensuring effective customer treatment and cost management.
• Developed crises scenario models for Executive Board approval.
  

4. Product and Service Implementation

• Oversight & advisory the implementation of new product features and servicing strategies, ensuring high standards of customer experience.
  

5. Cross-Functional Project Management

• Chaired a CX forum, aligning stakeholders to drive key business initiatives and changes.
  

As an On-Site Customer Representative for NetJets, I managed operations at key airports including London City, Northolt, Luton, and Farnborough. The responsibilities included:

• Delivery of exceptional customer experiences for ultra-high-net-worth individuals (UHNWI)
• Served as a vital link between headquarters' Owner Services, airport FBOs, flight crews, and customers, ensuring seamless communication and coordination
• Established feedback loops to enhance service excellence and operational efficiency.

The role of NJE Billing Analyst involved:

• 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.

• As part of the front and back office operational support team, managed regular check-in and check-out procedures, ensured efficient operations, and addressed guest inquiries and complaints promptly
• Collected customer insights and feedback used to collaborate with other departments, all aimed at delivering an exceptional customer experience.

• Managed invoices and basic accounting processes to ensure financial accuracy
• Oversaw day-to-day operations as a liaison between headquarters, pilots, and service suppliers
• Co-organized major events for HEMS that involved over 700 medical and air management staff
• Served as a project manager for the establishment of new helicopter bases and provided strategic support to the CFO, CCO, and CEO.