Why Inside Experience Changes Everything
Most CX consultants know the frameworks. I know the frameworks — and I know what it's like to manage a 100-agent contact centre when the system goes down, the queue is growing, and the leadership team is waiting for a status update.
That internal perspective is what makes the difference between a diagnosis and a solution. I don't just identify the problem. I know why it exists — and exactly who needs to change what for it to stop happening.
Career History
present
Founder & CX Consultant
Independent CX consultancy. Mystery shopping audits, customer journey mapping, Voice of Customer programmes, and service standard implementation. Clients in telecoms, banking, retail, and healthcare.
2023
Head of Customer Experience
NPS improvement +5 points · Google rating 3.2 → 4.3 · Complaint resolution time reduced by 57% · Led systematic complaint diagnostics and full service process redesign.
2022
Head of Customer Service Quality
2nd place in international DIVE Mystery Shopping benchmark (team prepared in 3 months) · Built and implemented service standards across all channels · Developed in-house mystery shopping methodology.
2022
Contact Centre Manager · Quality Specialist · B2B Sales Manager
Three roles over 11 years. Managed contact centre operations and workforce management (100+ agents). Built QA systems and quality monitoring processes. Led B2B ICT solution sales to enterprise clients.
How I Work
Data before opinion
Every recommendation is grounded in evidence from your specific context — not a best-practice template applied from the outside.
I do the work myself
No subcontractors. No junior analysts. I conduct every audit personally — your team works as normal.
Results from day one
No 80-page text documents. A visual PDF report, an interactive Miro board, and a prioritised action plan.
Strict confidentiality
NDA before every project. Your data, reports, and process maps stay entirely within your organisation.
Open to CX Leadership Roles
I am open to senior CX leadership opportunities — Head of Customer Experience, CX Director, or CX Transformation Lead roles — in Lithuania or remote/international positions.