Ms. Sylwia Kulesza

BIOGRAPHY

19+ years of experience in the banking sector responsible for digital transformation, customer engagement, and acquisition. Proven leadership and in-depth knowledge in designing customer journeys: from acquisition, onboarding to deepening, and retention to maximize positive customer experience. Passionate in applying Design Thinking and Agile to innovate and transform at scale.

Currently leading the digital transformation of Techcombank in Vietnam, Asia’s most exciting growth market by designing and executing Digital Strategy, Innovation, and Digital Sales, including MarTech implementation.

Previously serves as a Senior Executive Director, Head of Digital Engagement & Cross-Channel Sales, Group Digital Banking at Standard Chartered Bank out of Singapore headquarters.
Accountable for setting up and delivering Global Digital Engagement, Conversational Banking, and OmniChannel strategy, including end-to-end channels digital transformation for 32 markets in AME/E and Asia.

TOPIC

Adapt to New Customer Behavior – Rethinking Customer Journey