Juraj in Theo frames
Juraj has a way with people and loves finding ways to improve their customer experience. He balances corporate work with cycling, mountains, and brewing good coffee.
21. August 2025, Author: Barbara Garaj, Photo: Jakub Čaprnka
Juraj studied at the University of Economics and landed his first job at a financial firm fresh out of school. It was a good practical life school. But the turning point came on a trip with a friend who casually mentioned that a research agency was looking for people. Juraj put on a suit and went to show himself at the interview.
"At the interview, they asked if I could imagine standing behind a two-way mirror talking to some ladies about washing powder. I answered without hesitation – of course I can."
And so began his 3.5 years in the field, which was sometimes demanding but incredibly enriching. He talked to people about yogurts, advertising, loan financing, accompanied them shopping or cooking. He learned to observe their behavior – not just what they say, but mainly what they actually feel.
"People often declare their attitudes, but their real motivation lies somewhere deeper. Those hidden essences and insights fascinated me most."
At the research agency, Juraj developed the ability to see more than just numbers in data. Research for him wasn't only about outputs, but mainly about what lies behind them.
The question "and now what, what next?" naturally led him to the client side and customer experience, where he could connect insights about customer needs and motivations with concrete solutions.
After his research experience came the need to learn something new, so he dove into the world of service design, which opened up a new perspective on customer needs and how to meet them. Later he returned to Slovak Telekom, where he settled in the customer experience department.
At Slovak Telekom he enjoys teamwork and working on projects that make sense. They try to build long-term relationships with customers where they feel the brand truly cares about them. Thanks to this, over time they become fans and even brand ambassadors.
They measure customer satisfaction through various surveys. One of them is NPS – a metric that tracks how likely customers are to recommend a product or service to their friends, acquaintances, or family.
Working on customer experience also requires a large dose of curiosity. They don't just look at results, but often go visit customers in stores or call them beyond the survey.
They try to better understand their experiences, whether negative or positive. Such feedback helps his team uncover weak spots and look for new ways to remove barriers.
"I want to be involved in things that at least to some degree improve and enhance people's lives. I don't necessarily have to create them, but I want to be part of the creative process and influence how they turn out in the end."
Alongside work that demands concentration and empathy, Juraj recharges on his bike and in the mountains. He gets on his bike in the morning or evening when the city is calm and the streets are empty. He rides without music, with close friends, or plans a solo ride to his favorite places.
Mountains are his other happy place where he finds peace. He goes to air out in the Carpathians, on hikes in Malá Fatra, or just for walks with friends.
In summer he likes going to music festivals, where he lets himself be carried away by melodies and crowd atmosphere. He equally enjoys slow mornings when coffee preparation becomes his little daily ritual.
"You have to value time and enjoy it fully, because it's the most precious thing we have. It's not about fitting in as much as possible, but enjoying it in good mood and mindset."
Juraj is one of ZITA's biggest ambassadors. He's one of the first customers from Živnostenská and since his first visit hasn't stopped by any other optician.
He was drawn by the professional approach, family atmosphere, and diverse selection of frames from independent brands. He left with caramel Lesca frames and a feeling he'd found a place that always takes care of the customer. Later his collection grew with black frames from the same manufactory.
Recently he came to Pradiareň for a fitting and experienced a new customer journey. Together with Naty and Jančí, he eventually discovered massive frames from Belgian brand Theo.
"I was really looking forward to the selection experience at Pradiareň since I hadn't been there before. I kind of realized it, I put myself in the customer's shoes and it was great."
Juraj is a big fan of clean lines and minimalism, which he also seeks when choosing glasses. With the thick Mille model he's stepping out of his comfort zone, yet he feels that at ZITA he's again found frames that express his individuality. He doesn't take them on hikes, but in the city they often keep him company and have sparked many interesting conversations.
"Over the years I've learned to trust my first feeling – how the glasses sit on my face and how I feel in them. One thing is rational comfort, but the emotional spectrum is very important too – how identified I feel with them when I see myself in them, it's a completely different feeling."
