Aleksandra Pilniak
Duiven,Netherlands
Summary
Customer Experience Leader with extensive international experience driving customer-centric transformation through culture, engagement, and cross-functional collaboration. Proven ability to lead large ambassador communities, manage complex CX programs, and translate customer insights into organisational impact. Author and thought leader combining hands-on execution with strong cultural and analytical expertise.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Centric Culture Manager
Kramp
Varsseveld, Netherlands
10.2022 - 01.2026
- Led a cultural transformation initiative to enhance customer-centricity across the organisation.
- Managed a global community of CX Ambassadors, promoting best practices in customer experience.
- Designed educational programs to integrate customer focus into daily operations for thousands of employees.
- Collaborated closely with leadership and HR to implement behavioural change initiatives that fostered customer engagement.
- Organised events to celebrate customer-centric achievements and support knowledge sharing across teams.
Customer Experience Specialist
Kramp
Varsseveld, Netherlands
11.2018 - 09.2022
- Led CX projects across departments, supporting Sales and internal stakeholders
- Managed CX initiatives and stakeholder engagement across the organisation
- Supported the implementation of structured CX practices in order to improve the customer journey
- Improved both the internal and external closed feedback loop process
Project Manager for Customer Experience
vidaXL
Venlo
04.2015 - 08.2018
- Initiated and executed CX improvement projects
- Analysed NPS and CES data to define improvement initiatives
- Aggregated customer feedback and optimised satisfaction levels
- Delivered onboarding trainings and CX workshops for Customer Service teams
- Supported global training program development and materials creation
- Performed quality checks and KPI reporting
Education
Master’s Degree - French & Italian Philology
University of Lodz
01.2004 - 01.2009
Erasmus Exchange - Literature & Philosophy
Università degli Studi di Milano
01.2008 - 01.2009
Skills
- Customer Experience Management
- Employee Experience
- Change Management
- Stakeholder Engagement
- Community Building
- Training & Development
- Organizational Culture
Certification
- Organisational Culture Certification — The Culture Factor Group (2022)
- CX Professional Refresh & Deep-Dive Program (2021)
Languages
Polish
Native
English
Fluent
Italian
Fluent
French
Fluent
Dutch
Intermediate
Publications
- Why Your Customer Experience Program Will Fail… And 7 Proven Ways to Avoid It (2023)
- Column at Ziptone (2023)
Timeline
Customer Centric Culture Manager
Kramp
10.2022 - 01.2026
Customer Experience Specialist
Kramp
11.2018 - 09.2022
Project Manager for Customer Experience
vidaXL
04.2015 - 08.2018
Erasmus Exchange - Literature & Philosophy
Università degli Studi di Milano
01.2008 - 01.2009
Master’s Degree - French & Italian Philology
University of Lodz
01.2004 - 01.2009