UniCreditManager of "Research and Analysis" section, Stakeholder and Service Intelligence Department
Dec. 2010 - Jan. 2014BulgariaResponsible for:
• Measurement and reporting of the service quality, customer satisfaction (internal and external) and other surveys of internal and external clients of the Bank.
• Analysis of internal business indications and their link to survey results. Identification of key performance indicators and giving inputs for the development of the service model.
• Preparation of relevant feedback to business units and other bank structures of the Bank on conducted surveys as well as organization of research upon request according to the business needs. Submission of reports for use in the goal setting and the bonus systems.
• Analysis, development and implementation of initiatives, measures, trainings, standards, etc. for fostering corporate culture of customer focus and centricity.
• Utilizing the insights from external and internal Customer Satisfaction, Mystery Shopping, Business Intelligence, etc. to drive innovation and support mid-and long-term managerial decisions and business model development.
Managing a team of five people.
Participant in the Talents Management Review (TMR).