Dilyana is the Director of Experience Insights at ResMed, focused on building exceptional customer and employee experiences. A Certified Customer Experience Professional with an MBA from W. P. Carey School of Business, she is described by colleagues as creative, organized, and professional, with deep expertise in Voice of Customer programs and the Net Promoter System.
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Experience
23 Years
Current Role
Director, Experience Insights
Job Level
Mid-senior
Location
North Chicago, Illinois, United States
Personality Overview
How Dilyana shows up
Not Easily Convinced
Value Seeker
Price-Sensitive
They are more likely than others to negotiate on pricing and terms. They generally do not appreciate an overfriendly approach and prefer to stay to-the-point. They prefer to do thorough analysis of any situation.
Priorities
Topics Dilyana cares about
Customer Experience
Her entire career is dedicated to CX, holding a CCXP certification and celebrating Global CX Day as a way to champion customers across the organization.
Voice of Customer
A core specialty, she has designed and executed global Voice of Customer (VoC) and loyalty programs at both ResMed and Abbott to deliver key insights.
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Career
Work history
5-2024
Director, Experience Insights
ResMed
2-2022 - 5-2024
Senior Manager, Customer Experience
ResMed
4-2016 - 1-2022
Customer Experience & NPS Global Program Manager
Abbott
5-2012 - 4-2016
Customer Experience Project Manager
Abbott
6-2011 - 5-2012
Manager, Global Service Projects
Abbott
In the press
Media appearances
Dilyana Pavlova, Senior CX Manager at ResMed & Brian Bruner. Featured in Spotify
Calculativeness (C) reflects the degree to which a person is likely to be cautious, systematic and analytical. Those scoring high tend to emphasise quality and accuracy.
Other ResMed Employees
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