Magdalena Macko has been involved in banking for 15 years. An effective manager specializing in transforming, managing change and designing services. She has been working at Bank Millennium since 2006, initially at the Marketing Department, managing loan products, and then at the Operations Department as head of retail operations. From 2011, she is the director of the Quality Department. She is responsible for all activities aimed at ensuring a high level of customer experience both among individual and business clients. She is head of teams dealing with the design of customer service processes and models, client voice surveys and complaints handling. A frequent speaker and trainer at conferences and workshops devoted to Customer Experience, Design Thinking and Service Design.