Meet The Team ﹣Marina Andreianova, Customer Experience Manager
In this edition of “Meet The Team”, LocalBitcoins’ Customer Experience Manager, Marina Andreianova shares her views on Bitcoin and good customer experience.
First, tell us a bit about yourself and how you started working for LocalBitcoins?
After my graduation from the University of Turku in 2017 I moved to Helsinki. Despite the fact that both of my Masters lie in a sphere of Humanities I ended up being interested in the concept of Blockchain technology. I found the idea of an alternative approach to the fiat system quite progressive. On top of this, I consider Blockchain to be a potentially fruitful tool for solving some socially oriented issues like safe storage of private data, decreasing bureaucracy burden or even transparent governmental elections. Anyway, back then while applying for LocalBitcoins I had no idea how far this interest would take me.
What is your role in your current team?
My current position is Customer Experience Manager in the Marketing team of LocalBitcoins, so I act as a link between our customers and the company. With the help of my colleagues from different departments I collect and analyze different pain points, requests and suggestions that come from our customers. When the prioritization is done, I look for appropriate solutions and their implementations. Even small updates and improvements are a result of daily diligent team work between various Bitcoin enthusiasts.
How did you hear about Bitcoin for the first time and what does Bitcoin mean to you?
The first time I heard about Bitcoin was in 2009. I remember having a kitchen party with my friends from University and we were discussing ‘the thing’. It was a year when the world economic crisis hit Russia and we were making jokes that Bitcoin would save the economy. But no, in case you’re wondering I had not invested in Bitcoin back then but I do so on a regular basis nowadays. I personally think it is a good investment tool that helps to diversify the portfolio if one is ready to take some risks. However, on a broader level Bitcoin can be also used for multiple other purposes like saving some assets from inflation, safe and cheap remittance/international transfers or profit generation via trading.
What do you love the most about your job?
The opportunity to live a unique day every day. For example, one day I might find myself analyzing data for a scientific paper and the next day I might be participating backstage in a webinar or a photoshoot. Additionally, the crypto industry itself is going through a lot of changes and developments, which makes the whole work process very interesting. Moreover, I enjoy working in an international environment and having colleagues from 25+ countries.
What would you define as good customer experience and how is LocalBitcoins working towards it?
Good customer experience means that one does not notice how it works. Regardless of what goals one has on LocalBitcoins whether it is to learn how the platform works, to make the first trade or to send some money to relatives, the whole journey feels smooth and enjoyable.
What are your top 3 tips for someone working to improve customer experience?
- Listen very carefully to anyone who approaches you from outside or inside the company. Prioritize later.
- Try to learn something new everyday.
- Enjoy the process!
