Anna Karadimitriou, CCXP

I am a Customer Experience leader with a 25+ year career spanning banking, consumer insights, and research-driven innovation. Alongside my CX work, I bring targeted experience in Learning & Development, particularly in capability building, leadership programs, and customer‑centric culture initiatives. My strength lies in connecting customer, employee, and business perspectives — designing CX programs that scale, building organizational capability, and translating insights into meaningful, measurable change. 
In my current role at Alpha Bank, I lead the Voice of the Customer and Voice of the Employee programs, shaping survey governance, analytics, and reporting to support insight‑driven decisions across the organization. I work with cross‑functional teams to enhance CX systems, streamline survey infrastructure, and embed insights into everyday operations. I also design and deliver CX training, develop frontline enablement initiatives, and support leadership with clear, actionable insights that strengthen customer‑centric culture and service standards.
Previously, I served as Learning & Development Manager at Alpha Bank, contributing to the launch of learning academies, leadership and culture programs, and overseeing key capability‑building and regulatory initiatives.
Earlier in my career, I spent over two decades in consumer insights and CX consulting, leading research strategy, analytics, and innovation programs across multiple industries. My work included designing measurement frameworks, conducting qualitative and quantitative research, and driving customer journey mapping initiatives to inform product, service, and experience design. I advised organizations on how to translate research‑driven insights into customer and employee experience transformation.
I am a a CXPA member since 2016 and a CCXP‑certified professional since 2018, also providing voluntarily work as a SME. I am also active in local CX community, a visiting lecturer in Athens University of Economics and Business with focus on CX and CJM, and frequent conference speaker.
I thrive at the intersection of customer experience, employee experience, and organizational capability — helping organizations build systems, cultures, and services that truly work for people.