Summary
Overview
Work history
Education
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Personal Information
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Aikaterini Mourtzouni

London,ENG

Summary

Insight-driven professional with extensive experience in supporting UX Research teams within global tech environments. Demonstrated success in leading Creator-focused programs that utilize data analytics and user feedback to enhance products and optimize e-commerce strategies. Committed to improving user experiences through effective cross-functional collaboration and strategic research initiatives.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work history

Senior App Experience Analyst - Creators

Snap Inc.
London, UK
04.2022 - Current
  • Creator Relations and Content Strategy
    Managed Content Distribution Strategy for VIP and high-level Creators (under NDA), serving as main point of contact to resolve issues, gather feedback, and advocate for Creator needs to executive leadership, influencing product roadmap and content strategy.
  • Collaborated with UX Research team to synthesize Creator feedback into actionable insights, influencing product direction and improving user journeys.
  • Initiated and supported research efforts (surveys, sentiment analysis, qualitative feedback loops) to understand Creator needs and behaviour across global markets.
  • Partnered with Product and Design to prioritize feature changes informed by UX research findings and market-specific feedback.
  • Played key role in success of Snapchat+, using Creator feedback to drive continuous improvements, reducing abandonment rates by 3%, and supporting service’s growth to over 7 million users.
  • Designed and implemented programs reducing issue resolution time by 13%, ensuring swift responses to VIP Creator concerns.
  • Led user testing feedback loops for new ad formats and Snapchat+ features, measuring impact on user satisfaction and monetization..
  • Conducted data analysis in Looker to identify Creator trends, sentiments, and feedback, driving actionable product improvements.

Senior Community Support Specialist - Creators

Snap Inc.
London, UK
01.2021 - 04.2022
  • Delivered exceptional support and guidance to Creators and Influencers across multiple channels, assisting with content creation strategies, app features, and monetization tools.
  • Streamlined team training and onboarding by creating comprehensive guides tailored to supporting Creators and Influencers, ensuring consistency in addressing their needs.
  • Served as main point of contact for Content Creators seeking advice on content optimization and app utilization, significantly enhancing their ability to engage and grow their audiences.
  • Initiated and scaled new support workflows, including Content Creator Support pilot, analyzing feedback and providing insights to improve Creator engagement.
  • Led efforts to reduce Creator and Influencer response times by 80%, fostering stronger relationships and more timely resolutions.
  • Managed operational dashboards to monitor service levels, ensuring Creator and Influencer inquiries were handled efficiently and effectively.
  • Led team to develop customer sentiment reports through social analytics, offering actionable recommendations to enhance Creator experiences and engagement.
  • Strengthened cross-functional relationships by acting as liaison for Content Creators, directly influencing product enhancements and support strategies.

Support Operations Manager

CoStar Group Ltd.
London, UK
09.2019 - 01.2021
  • Developed senior operational management team, enhancing leadership skills and performance
  • Conducted in-depth data analysis to understand consumer needs and led root cause analysis for company-wide improvements
  • Collaborated with resource planning and MI teams to optimize resource allocation in line with business objectives and SLAs
  • Implemented best practices with software developers to enhance website performance, including organizing front-end code reviews for new features
  • Led business planning initiatives in customer experience department, maximizing income with increase of 35%

Senior Customer Support Representative

OpenTable
London, UK
02.2019 - 09.2019
  • Fostered long-term relationships through sustained high performance and customer satisfaction, enhanced team effectiveness by analyzing and reporting on department efficiency. Managed more than 50 consumer escalations per day and improved SLAs by 35%.

Customer Support Representative

OpenTable
London, UK
09.2017 - 02.2019
  • Served as central point of contact for global customers, restaurants and technical department

Education

Bachelor of Engineering in Computer Science - Computer Science

University of Thessaly
11.2012 - 05.2015

MicroMasters - Product Management

Udemy

Skills

  • SQL Analytics
  • Salesforce, Zendesk, Sprinklr, Looker, Google Suite
  • UX Research Collaboration
  • Qualitative & Quantitative Research
  • User Journey Mapping
  • Consumer Insights
  • E-commerce Strategy
  • Strategic Planning

Personal Information

Languages

Greek
Native
English
Fluent

Timeline

Senior App Experience Analyst - Creators

Snap Inc.
04.2022 - Current

Senior Community Support Specialist - Creators

Snap Inc.
01.2021 - 04.2022

Support Operations Manager

CoStar Group Ltd.
09.2019 - 01.2021

Senior Customer Support Representative

OpenTable
02.2019 - 09.2019

Customer Support Representative

OpenTable
09.2017 - 02.2019

Bachelor of Engineering in Computer Science - Computer Science

University of Thessaly
11.2012 - 05.2015

MicroMasters - Product Management

Udemy

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Aikaterini Mourtzouni