Open to opportunities

Sofiko Chkhaberidze

@sofikochkhaberidze

Message

I build human-centred customer experience and service transformation across public and private organisations.

Georgia

Message

What I'm looking for

I'm looking to partner with organisations that want to turn customer and citizen insight into lasting human-centred transformation, stronger operating models, capable leaders, and better service experiences.

I've built enterprise customer experience capability at Tegeta Motors, establishing its first CX function, Voice of Customer ecosystem, Zendesk operations platform, and Customer Insight Room. My work connected customer intelligence, operational analytics, AI-enabled decision-making, and executive governance, including a digital claims platform that managed 2,600+ cases at a 99% completion rate.

As a Partner at Lexden CX and a public administration reform expert, I've helped modernise 500+ public services and delivered capability-building programmes for leaders and teams. I also lead the XMGlobal Collaborative Georgia Chapter and deliver executive education in customer experience, leadership, digital transformation, and service excellence.

Experience

Work history, roles, and key accomplishments

Head of Customer Experience

Tegeta Motors

Jan 2023 - Jan 2025 (2 years)

Led enterprise-wide customer and organisational transformation, integrating customer intelligence, operational analytics and AI-enabled decision-making into executive management. Established the organisation's first enterprise Customer Experience function, creating its operating model, governance framework and strategic roadmap.