Design Strategist, Insights & Experience Strategy

When I moved to Romania in early 2020, I wanted to stay close to strategic work while building something new. KPMG gave me the chance to do both. I joined to help set up and grow a new customer experience (CX) strategy practice in a market where the term "CX" was still relatively unfamiliar. It was part evangelism, part execution. I worked with clients to understand why customer-centricity mattered and then helped them take action. After just two days in the office, Romania went into full lockdown. That’s when my adventure with fully remote work began. From that moment on, I led everything virtually, from client workshops and stakeholder interviews to building internal team processes. Within six months, we landed major clients and expanded the team to four. One of my key projects was leading a CX transformation for a top Romanian bank. I collaborated with over 40 senior stakeholders to map and redesign high-impact journeys. The goal wasn’t just to improve satisfaction but to drive retention and operational efficiency. This wasn’t about glossy presentations. We focused on commercial outcomes, combining research, business analysis, and executive facilitation to deliver roadmaps the bank could implement immediately. But after a year, I made the decision to leave. I didn’t want to be the smartest person in the room. The market wasn’t yet mature enough for the kind of strategic, design-led work I wanted to grow in, and I knew I needed to keep learning. That push led me back toward more international, innovation-focused environments. Career Development Coaching, Career Development and +2 skills