vazha eremeishvili

I’m a Service Designer who specializes in turning complex banking and fintech systems into simple, intuitive experiences. I combine UX research and end-to-end service design to map customer journeys, uncover user needs, and translate insights into services that improve satisfaction and business outcomes.

At TBC Bank, I lead end-to-end service design across entire banking services spanning mobile app, call center, front desk, back-office operations, and core systems. I redesigned non-resident client onboarding end-to-end—running stakeholder interviews, qualitative and quantitative research, and a full process audit—then delivered a service blueprint and stakeholder report. The result was measurable impact: monthly authorized non-resident clients doubled after the first rollout, doubled again after full implementation, I cut the first-step SLA from 5 to 3 days, and reduced final authorization time from 3 days to 1.

I monitor experience across multiple products using Medallia dashboards and user feedback, routing insights to the right teams and driving resolution of prioritized pain points. I was also selected as a TBC AI Champion, identifying repetitive tasks suitable for automation, defining use cases, and training colleagues on safe, ethical, company-compliant AI practices.

Before that, as a UX Researcher, I owned full research cycles solo—planning, recruitment, study design, synthesis, and stakeholder presentation—covering usability testing, interviews, card sorting, surveys, competitive analysis, and process audits. I led a pre-launch usability study for a mobile payment app and helped prevent a flawed release by delivering prioritized findings that the product and design team implemented before launch.