Sasha Merzliakov

Sasha Merzliakov is an experienced professional in Digital Customer Experience, currently serving as Executive Manager at nbn® Australia since November 2016. Sasha has a track record of building and evolving digital CX strategies, leading initiatives in design thinking, and implementing AI capabilities within digital channels. Notable achievements include the successful launch of the nbn® Assistant chatbot, receiving the ACOMM AI Award in 2023, and leading multiple UX design projects. Prior to nbn®, Sasha held various CX, UX, and Product Design roles across companies such as Telstra, Optus, and Westpac, demonstrating extensive expertise in transforming digital experiences and managing customer journey mapping. As Chief Digital Officer at Publicis Healthcare Communications and founder of DDX, a digital design and development firm, Sasha has managed numerous projects and developed robust digital strategies for various clients. Currently, Sasha is pursuing an MBA in Technology at AGSM @ UNSW Business School.