Zeynep Orman Özdemirel
Customer Experience and Service Design SVP,Akbank
Zeynep has over 18 years of experience in strategy formulation, project management, customer experience-based design and management with in-depth knowledge of banking and financial services. She has blended strong strategy formulation background with increasing knowledge from customer experience-based design, innovation and digitization efforts. Since May 2017, she has been serving as Senior Vice President in charge of Customer Experience and Service Design Division and managing five main pillars; customer experience design, service design and process development, design studio, customer satisfaction and change management across the Bank. Before her recent appointment, she served as Vice President at Strategic Management Division. Prior to joining Akbank, she worked in supply chain industry and academic institutions. She has a B.Sc. degree in Industrial Engineering from Marmara University, and holds a M.Sc. degree in Industrial Engineering from Koç University. She also participated in executive courses in Wharton Business School.