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Hi! I'm a Customer Experience (CX) and marketing professional with 10+ years of designing, analyzing, and improving end-to-end customer journeys across agency and global brand environments. I excel at turning qualitative feedback and behavioral data into CX improvements, lifecycle strategies, and experience-led initiatives. I hold a Master’s in Marketing and am proficient with CRM, automation, and design platforms (Salesforce, HubSpot, Zoho, Bitrix24, Bevica, Canva, Adobe Express, Webflow, Figma). I’m known for collaboration, urgency, integrity, and a track record of delivering results that align with organizational missions and growth priorities.…Hi! I'm a Customer Experience (CX) and marketing professional with 10+ years of designing, analyzing, and improving end-to-end customer journeys across agency and global brand environments. I excel at turning qualitative feedback and behavioral data into CX improvements, lifecycle strategies, and experience-led initiatives. I hold a Master’s in Marketing and am proficient with CRM, automation, and design platforms (Salesforce, HubSpot, Zoho, Bitrix24, Bevica, Canva, Adobe Express, Webflow, Figma). I’m known for collaboration, urgency, integrity, and a track record of delivering results that align with organizational missions and growth priorities.

Sen Yalaan Hossein

Brand Strategist, Marketing Strategist, Content Producer, +3

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Hi! I'm a Customer Experience (CX) and marketing professional with 10+ years of designing, analyzing, and improving end-to-end customer journeys across agency and global brand environments. I excel at turning qualitative feedback and behavioral data into CX improvements, lifecycle strategies, and experience-led initiatives. I hold a Master’s in Marketing and am proficient with CRM, automation, and design platforms (Salesforce, HubSpot, Zoho, Bitrix24, Bevica, Canva, Adobe Express, Webflow, Figma). I’m known for collaboration, urgency, integrity, and a track record of delivering results that align with organizational missions and growth priorities.…Hi! I'm a Customer Experience (CX) and marketing professional with 10+ years of designing, analyzing, and improving end-to-end customer journeys across agency and global brand environments. I excel at turning qualitative feedback and behavioral data into CX improvements, lifecycle strategies, and experience-led initiatives. I hold a Master’s in Marketing and am proficient with CRM, automation, and design platforms (Salesforce, HubSpot, Zoho, Bitrix24, Bevica, Canva, Adobe Express, Webflow, Figma). I’m known for collaboration, urgency, integrity, and a track record of delivering results that align with organizational missions and growth priorities.

Available to hire

Hi! I’m a Customer Experience (CX) and marketing professional with 10+ years of designing, analyzing, and improving end-to-end customer journeys across agency and global brand environments. I excel at turning qualitative feedback and behavioral data into CX improvements, lifecycle strategies, and experience-led initiatives.

I hold a Master’s in Marketing and am proficient with CRM, automation, and design platforms (Salesforce, HubSpot, Zoho, Bitrix24, Bevica, Canva, Adobe Express, Webflow, Figma). I’m known for collaboration, urgency, integrity, and a track record of delivering results that align with organizational missions and growth priorities.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Beginner

Beginner

Beginner

Language

English

Fluent

Work Experience

Customer Experience and Lifecycle Manager at Thrive -4-Blacks (T4B)

August 1, 2025 - Present

Mapped and redesigned end-to-end journeys for donors, supporters, youth, and community participants using journey mapping frameworks and CX analysis tools to identify friction and unmet needs. Established a unified CX and lifecycle strategy covering onboarding, engagement, loyalty, and event participation. Designed segmented experience flows across digital and offline touchpoints, improving consistency, clarity, and perceived value throughout the lifecycle. Partnered with leadership to translate qualitative feedback and behavioral data into CX improvements and experience-led initiatives.

Digital Marketing Instructor at Excel Career College (ECC)

October 1, 2025 - January 1, 2026

Taught customer journey mapping, CX fundamentals, and service design principles using real-world North American case studies. Integrated CX metrics, CRM logic, and lifecycle thinking into course delivery. Collaborated with the Marketing Manager on market development and positioning strategy.

CX Strategy (Operations Analyst) at Diageo (J&B)

May 1, 2023 - May 1, 2024

Analyzed customer behavior and lifecycle patterns for 10,000+ accounts to identify retention risks and engagement opportunities. Supported Salesforce CRM rollout by validating customer data structures, lifecycle stages, and reporting logic for sales and account teams. Analyzed customer behavior and lifecycle data to identify experience gaps across marketing, sales, and event touchpoints. Coordinated with internal teams and external partners to ensure smooth delivery of customer-facing initiatives and events. Translated customer insights into practical recommendations for improving ongoing engagement and satisfaction.

CX & Marketing Strategy Manager at Vanisha Advertising Agency

February 1, 2018 - August 1, 2021

Designed customer journey frameworks for clients, aligning brand touchpoints across digital, email, POS, and offline channels. Applied CX principles to campaign planning, ensuring consistency between brand promise and delivered experience. Collaborated with creative and account teams to operationalize CX insights into executable marketing actions. Reviewed engagement data and feedback loops using CRM tools (Bitrix24) to refine experience design.

Account Strategist at TarhBaran Creative Advertising Agency

February 1, 2013 - January 31, 2018

Developed content strategies, enhancing engagement through persona-driven content and targeted marketing efforts. Managed over 200 email marketing campaigns, optimizing customer touchpoints and refining omnichannel engagement strategies. Conducted pricing and market analysis to inform CX and marketing strategies, leading to improved customer acquisition and retention.

Customer Experience and Lifecycle Manager at Thrive-4-Blacks (T4B)

August 1, 2025 - Present

A multi-campus institution in British Columbia offering access to need-driven post-secondary programs. Mapped and redesigned end-to-end journeys for donors, supporters, youth, and community participants using journey mapping frameworks and CX analysis tools to identify friction and unmet needs. Established a unified CX and lifecycle strategy covering onboarding, engagement, loyalty, and event participation, aligned with organizational mission and growth priorities. Designed segmented experience flows across digital and offline touchpoints, improving consistency, clarity, and perceived value throughout the lifecycle. Partnered with leadership to translate qualitative feedback and behavioral data into CX improvements and experience-led initiatives.

CX Strategy ( Operation Analyst) at Diageo (J&B)

May 1, 2023 - May 1, 2024