Building trust where it's hardest to earn.
A lawyer, mediator, and customer experience architect operating at the intersection of regulation and human-centred design. Fifteen years in the industries that can least afford to get it wrong.
A discipline, not a department.
Customer experience is too often misunderstood as a marketing posture. After fifteen years inside two of the most regulated industries in Europe, I've come to see it as something else entirely: an operational discipline that lives in process, evidence, and accountability.
"A complaint is the most honest piece of market research an organisation will ever receive and almost always the most ignored. My work is to make the organisation listen, and then to translate what it hears into systems that change."
Evidence before intuition
Voice of Customer, Voice of Patient, and complaint data are not reports to be filed. They are the operating signal of an organisation under pressure and the most reliable predictor of where it will break next.
Regulation as design constraint
In banking and healthcare, compliance is not an obstacle to good experience it is the lattice within which good experience must be built. The legal mind makes this visible; the experience mind makes it kind.
Mediation over escalation
Most disputes between organisations and the people they serve are not legal problems. They are communication failures rehearsed until they become legal problems. I work to interrupt that rehearsal earlier.
Selected transformations.
Five engagements that capture a method: diagnose with discipline, design with regulation in mind, deliver through people. Each is a different industry, regulator, and risk profile and each left the organisation measurably more attentive to the people it serves.
Introducing Mystery Patient to private healthcare in Serbia
Built and deployed a methodology adapted from financial-services Mystery Shopping for clinical and ambulatory settings a first in the regional private healthcare market. Translated Voice of Patient signal into systemic intervention across diagnostics, reception, billing, and clinical handover.
A patient-experience training architecture for a workforce of 2,500
Designed a tiered training catalogue mandatory induction, role-specific modules, refresher cycles connecting service excellence directly to clinical quality KPIs. The training itself became a cultural instrument, not a compliance line-item.
Building a customer experience and complaints function from zero
Structured the department, defined KPIs, designed both qualitative and quantitative measurement programmes (Mystery Shopping, NPS, satisfaction surveys), and embedded legal-grade assessment into every complaint response. The function survived the bank's market exit and was inherited intact.
Chairing the sector-wide Working Group for Complaints
Led the cross-bank working group responsible for harmonising complaint-handling standards across the Serbian banking sector and acting as the industry's primary interlocutor with the National Bank of Serbia on customer-facing regulation. Translated industry interest into regulatory dialogue without losing either side.
From complaint resolution to customer mediation
Pioneered the use of formal mediation as a tool inside complaint management resolving disputes before they hardened into supervisory escalation or litigation. Reduced regulatory exposure while restoring the client relationship in cases that would historically have ended in either court or churn.
Where I add measurable value.
Four areas of operational leadership that compound when combined and that few executives carry together in a single career. Each is built on direct line responsibility, not advisory exposure.
Customer & Patient Experience Strategy
Designing end-to-end experience programmes: measurement architecture (NPS, CSAT, CES, Voice of Customer/Patient), insight-to-action pipelines, journey mapping, service-design interventions, and the governance to make any of it last beyond the launch deck.
Complaints & Dispute Resolution Systems
End-to-end complaint lifecycle ownership: intake, triage, legal-grade response, root-cause feedback into product and process, regulator liaison, and the introduction of mediation as a structural alternative to escalation and litigation.
Quality Assurance & Audit Frameworks
ISO 9001-aligned quality systems for service organisations. Internal audit design, scorecard development, mystery-shopper and mystery-patient programmes, and the discipline of converting QA findings into operational change rather than filed reports.
Regulatory & Stakeholder Liaison
Direct working relationships with the National Bank of Serbia, the Association of Serbian Banks, and the regulatory architecture surrounding private healthcare. Translating between commercial intent, legal constraint, and regulator expectation fluently and in both directions.
A path through two regulated worlds.
From collateral administration and legal support, through complaints leadership and customer experience direction in banking, to Head of Patient Experience in private healthcare a trajectory shaped less by industry than by the constant: how organisations under regulatory pressure behave toward the people who depend on them.
- NOVEMBER 2025 PRESENT
Head of Patient Experience
MediGroupLeading a division of three teams Patient Experience, Training, and Quality Assurance across a workforce of 2,500. Driving cultural transformation, owning the Voice of Patient programme, and translating insight into intervention at the system level.
- APRIL 2024 NOVEMBER 2025
Manager, Quality Assurance & Patient Experience
MediGroupBuilt the quality assurance framework that became the foundation for the broader patient experience function research, cross-functional action plans, training programmes, and performance reporting to senior leadership.
- SEPTEMBER 2022 MARCH 2024
Coordinator, Market Research, CX & Complaints
UniCredit Bank Srbija a.d.Team manager directing client satisfaction research, complaint resolution, regulator liaison, and service-quality training across the bank. Principal point of contact with the National Bank of Serbia and the Association of Serbian Banks.
- JANUARY 2021 SEPTEMBER 2022
Senior Officer, Stakeholders & Service Intelligence
UniCredit Bank Srbija a.d.End-to-end ownership of customer complaints management, formal responses to clients and the regulator, client mediation, and continuous improvement of complaint-handling processes and digital systems.
- FEBRUARY 2019 JANUARY 2021
Manager, Customer Experience & Complaints
Sberbank Srbija a.d.Structured and led the Customer Experience and Complaints department from inception. Chaired the Association of Serbian Banks complaints working group; designed both qualitative and quantitative measurement, including Mystery Shopping and NPS.
- MAY 2016 FEBRUARY 2019
Senior Complaints Management Expert
Sberbank Srbija a.d.Full lifecycle ownership of customer complaints with legal validation and merit assessment. Harmonised procedures, maintained the complaint database as an organisational signal, led onboarding for the function.
- FEBRUARY 2014 MAY 2016
Senior Officer, Legal Support
Hypo Alpe-Adria-Bank a.d.Legal advisory and operational support to the retail network; managed retail complaints, drafted procedures and manuals, collaborated with the National Bank of Serbia, the Serbian Banks Association, and NKOSK on regulatory matters.
- OCTOBER 2012 FEBRUARY 2014
Professional, Collateral Administration
Hypo Alpe-Adria-Bank a.d.Monitored and documented collateral, conducted plausibility checks on valuations, verified contract compliance prior to disbursement. The starting point of a career that has stayed close to evidence ever since.
Industry leadership & speaking.
Selected platforms where I've contributed to industry conversation chairing working groups, moderating panels, lecturing, and participating in the standing-room conferences where regulation, law, and customer experience meet.
President, Working Group for Complaints
Association of Serbian Banks · Cross-sector regulatory dialogue
Panelist & Moderator, Annual Banking Seminar
Association of Serbian Banks · Customer experience & compliance track
Kopaonik School of Natural Law
Recurring participant · 2017, 2018, 2022, 2023
AML & Retail Banking Annual Seminars
Association of Serbian Banks · Speaker & roundtable contributor
International Relations Conference
English-Speaking Union · Mansfield College, Oxford
Principles of Banking
Centre of Business Excellence · Faculty of Economics, University of Ljubljana
Academic Foundation
- Bachelor of LawUniversity of Belgrade · Faculty of Law
- Principles of BankingUniv. of Ljubljana · 2014
- International RelationsMansfield College, Oxford · 2011
Professional Certifications
- CEXAS ProfessionalCX & EX Assn. of Serbia · 2025
- ISO 9001:2015 Internal AuditorQuality Management · 2024
- Certified MediatorADR Partners · 2023
- Project ManagementMgmt. Centre Belgrade · 2024
Open to the right conversation.
For senior customer and patient experience leadership roles, advisory engagements with boards facing regulator pressure, or speaking and teaching invitations I'm reachable directly.
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