Šarūnas Pocevičius
Summary
I'm a CX and business process professional with over 10 years of experience across public, private, and digital sectors. I specialize in service design, customer feedback systems like VoC and NPS, and leading cross-functional projects. I'm passionate about turning customer insights into meaningful service improvements and measurable results. I've developed CX strategies, KPI and SLA frameworks, and feedback loops in both SaaS and infrastructure environments. With a background in Public Administration and ongoing Master's studies in Business Process Management, I bring a mix of analytical thinking, user-centered design, and a practical understanding of how organizations work.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Strategy and Analytics Manage
LTG Infra, AB
09.2024 - Current
- Developing and implementing customer experience strategies to strengthen a customer-centric culture across the organization
- Designing and maintaining service standards in collaboration with operational and service development teams
- Leading Voice of Customer (VoC) initiatives, including both transactional and relationship-based feedback systems (NPS)
- Analyzing customer feedback and behavior patterns to identify systemic pain points and service improvement opportunities
- Facilitating cross-functional collaboration to align CX initiatives with business goals and quality standards
- Contributing to the continuous improvement of internal processes through structured feedback loops and Lean principles
- Supporting the integration of CX metrics into strategic planning and service design decisions
- Coordinating and testing digital feedback solutions and survey modules tailored to different customer segments
Head of Customer Experience
Creative Partner, UAB
10.2022 - 09.2024
- Designed and implemented the company's customer experience strategy, aligned with business goals and client expectations
- Developed CX-related KPIs and SLAs to measure service performance, customer satisfaction, and process consistency
- Led the integration of customer feedback systems and support tools to enable real-time VoC data collection and tracking
- Managed a portfolio of 12–15 concurrent CX and service improvement projects, from planning to execution
- Coordinated cross-functional teams (product, tech, support) to deliver seamless customer journeys
- Maintained direct communication with key B2B clients, ensuring feedback was translated into actionable insights and improvements
- Provided post-implementation support, performance evaluation, and iteration planning based on user and client feedback
Head of Customer Support
Invoice123, UAB
01.2022 - 12.2022
- Managed end-to-end customer support operations for a SaaS product, ensuring high service quality and client satisfaction
- Acted as the voice of the customer internally, translating user feedback into actionable insights for the product team
- Led quality assurance processes to improve consistency, speed, and issue resolution in client interactions
- Collaborated closely with developers and product managers to align support flows with product roadmap and feature releases
- Provided expertise on payment ecosystem issues and integrations, supporting both clients and internal stakeholders
- Contributed to the development of internal documentation, workflows, and support automation tools (e.g. Intercom, Crisp)
Assistant Project Manager
Eurointegracijos Projektai, UAB
01.2017 - 12.2021
- Coordinated multi-stakeholder projects in the fields of public administration, education management, and civic research
- Led a team of 5 specialists, ensuring timely task delivery, effective communication, and quality assurance
- Provided technical support and solution design for education and administrative systems used in EU-funded projects
- Acted as senior researcher in public opinion and customer feedback studies across national and municipal initiatives
- Collaborated with government and NGO stakeholders to align project outputs with regulatory and impact requirements
Public Opinion Researcher
Eurointegracijos Projektai, UAB
03.2014 - 01.2017
- Conducted qualitative and quantitative public opinion research across political, social, and consumer behavior topics
- Designed survey instruments, managed fieldwork processes, and ensured data quality and consistency
- Analyzed behavioral trends and societal attitudes to generate insights for use in public sector communication strategies and private sector campaigns
- Collaborated with academic and institutional clients to develop research-driven recommendations
- Gained deep understanding of user needs, expectations, and motivations – foundational for later CX and VoC work
Telemarketing Specialist
Lintel, UAB
01.2011 - 02.2014
- Delivered outbound and inbound sales and customer service across telecom products and campaigns
- Built strong customer relationships by addressing individual needs, resolving inquiries, and offering tailored solutions
- Contributed to loyalty-building initiatives by promoting value-added services and upsell opportunities
- Implemented targeted marketing campaigns over phone channels, achieving performance targets and KPIs
- Gained foundational experience in persuasive communication, active listening, and objection handling in a fast-paced environment
Education
Bachelor's Degree - Public Administration
Klaipeda University
Master's Degree - Business Process Management
Vilnius University
06-2026
Social networks
www.linkedin.com/in/sarunaspoc
Certification
Pardavimo ir rinkodaros specialistų specialiųjų kompetencijų ugdymo mokymai, Nr. LPPARA-189
Timeline
Customer Experience Strategy and Analytics Manage
LTG Infra, AB
09.2024 - Current
Head of Customer Experience
Creative Partner, UAB
10.2022 - 09.2024
Head of Customer Support
Invoice123, UAB
01.2022 - 12.2022
Assistant Project Manager
Eurointegracijos Projektai, UAB
01.2017 - 12.2021
Public Opinion Researcher
Eurointegracijos Projektai, UAB
03.2014 - 01.2017
Telemarketing Specialist
Lintel, UAB
01.2011 - 02.2014
Bachelor's Degree - Public Administration
Klaipeda University
Master's Degree - Business Process Management
Vilnius University
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Adplatform
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