EkaterinaKrivova

About

Ekaterina Krivova Senior Content Designer.

Senior Content Designer focused on multilingual product and support content in regulated FinTech. I design content systems — onboarding flows, knowledge bases, AI bot training, and triggered communications — that measurably reduce support load and improve activation.

Most recently at Admirals, a global broker operating across 10+ markets, where I cut repetitive support tickets in top categories by up to 35% and lifted triggered email conversion by 15%. Before that, I led content at an EdTech platform and at two enterprise European brands (BTicino, Legrand).

I treat content as infrastructure, not output: every article, email, and bot answer is part of a system that has to scale across languages, surface in retrieval, and hold up in production.

Download CV (PDF)

Tools

Confluence · Zendesk · Freshdesk · Notion · Jira · Figma · n8n · Google Analytics · ChatGPT · Claude

Experience

  1. Nov 2022 – Present · Cyprus (remote from Slovenia)

    Senior Content Designer (Product & Support)

    Admirals — Global FinTech broker · 10+ markets · web, app, Help Center.

    • Owned the multilingual content system across 4 Help Center portals, 160+ articles and 10+ languages. Reduced repetitive tickets in top categories by up to 35% and improved self-serve helpfulness scores.
    • Trained and QA'd a multilingual AI support bot (10 languages) that now handles 60%+ of incoming queries across web, app and Help Center. Improved answer accuracy by 30% through prompt iteration, fallback review and retrieval-friendly article templates.
    • Redesigned the triggered product communications system covering onboarding, KYC, deposit, activation and reactivation. Lifted triggered email conversion by 15% and cut SMS / 2FA message volume by 20%.
    • Defined event schema and technical requirements for product-driven communication flows in partnership with Product and Engineering. Owned reliability, fallback content and A/B optimization in production.
    • Set up ToV, regular content audits and translation QA dashboards. Introduced AI tooling into the localization workflow to compress turnaround on product updates.
  2. Mar 2020 – Oct 2022 · Serbia

    Content Lead (EdTech)

    Yoga Academy

    • Cut support tickets by 35%, improved resolution time by 20%, lifted CSAT by 12 points and retention by 8% through customer-focused content strategy.
    • Built the editorial pipeline turning customer cases and search-query data into SEO content. Drove +20% organic traffic.
    • Managed freelancers and led cross-functional content operations.
  3. 2010 – 2020

    Earlier

    BTicino · Legrand · BBDO Worldwide

    • BTicino, Italy — Content Lead (Jan 2018 – Mar 2020).
    • Legrand, France — Content Manager (Jan 2013 – Jan 2018).
    • BBDO Worldwide — Brand Strategy intern (Nov 2010 – Jun 2011).
    • Enterprise content systems, product narratives, brand voice work for two European electrical-equipment leaders. Early career in advertising and brand strategy.

Education

  • Yandex Practicum — UX Copywriter (2022)
  • BBDO Academy Wordshop — Postgraduate, Brand Strategy (2018 – 2020)
  • Advanced Communication School MACS — Postgraduate, Communication & Media Studies (2016 – 2018)
  • Russian University of Humanities — BA, Communication & Media Studies

Certifications

  • Advanced Conversation Design — Google (Aug 2025)
  • Conversation Design Fundamentals — Google (Jul 2025)
  • UX Design Patterns — Uxcel (Aug 2024)
  • UX Research — Uxcel (Aug 2024)

Languages

  • English (Professional)
  • French (Professional)
  • Slovenian (Limited)
  • Russian (Native)