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Work Background
Strategy Consultant
Banca Naţională a RomânieiStrategy Consultant
Jun. 2024Bucureşti, România · On-site
Head of Customer Experience | UX Research and Service Design, Business Banking
ING RomaniaHead of Customer Experience | UX Research and Service Design, Business Banking
Dec. 2018 - May. 2024Bucharest, RomaniaDevelop, run and maintain CX agenda for Business Banking division Maintain the CX dashboard for an agile Customer Journey approach around key Touch Points following a design-user validation-delivery process Act as CX Chapter Lead for the Business Banking Tribes - UX Service Design and UX Research Setting up the Personalized Interaction operating framework for business clients Contribute to the B2B digital transformation model - product, channels, sales & service Develop a segment-consistent relationship marketing agenda Contribute to the Bank global B2B beyond banking agenda Pioneering new marketing communication approach in B2B:
Client Partner - Account Director
QUALITANCEClient Partner - Account Director
Jan. 2018 - Dec. 2018Business innovation through technology Agile & lean product building: ideation, design thinking, rapid prototyping & UX architecture Corporate digital transformation coaching
Head of Marketing & Customer Experience | Mid-corporate Banking
ING RomaniaHead of Marketing & Customer Experience | Mid-corporate Banking
Apr. 2013 - Jan. 2018Segment strategy & development Market intelligence Sales & service model redesign - digital transformation Customer experience design and management Practicing innovation framework: design thinking, lean start-up, agile
Business Manager, Country Management
ING RomaniaBusiness Manager, Country Management
May. 2010 - Apr. 2013Business strategy alignment & implementation Business planning Change & organization transformation
Advisor
TransfondAdvisor
Jan. 2008 - Apr. 2010Strategic Management, Organization Transformation, Business Development
Head PMO, Wholesale Banking
ING RomaniaHead PMO, Wholesale Banking
Feb. 2006 - Jan. 2008Product development Setup a PMO and organize project portfolio management framework
Head of ReGIS
TransfondHead of ReGIS
Feb. 2002 - Feb. 2006Coordination of the Real-time gross settlement system (RTGS) implementation in Romania Operations and business continuity management for the national RTGS system in Romania
Consultant
Arthur Andersen Business ConsultingConsultant
Aug. 2001 - Feb. 2002Business consulting Process re-design Change enablement
Economist
Banca Naţională a RomânieiEconomist
Jan. 1998 - Dec. 2001Macroeconomic and monetary policy research
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