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Izabela Kosicka
Experience Strategy & Change Management Consultant @埃森哲
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WORK HISTORY
Experience Strategy & Change Management Consultant @埃森哲
Warsaw, PL
Combining strategy, change management, service design, and technology to create and deliver outstanding customer and employee products, services, and experiences across diverse industries - including life sciences, insurance, banking, capital markets, retail, pharma, travel, and the non-profit sector.Key Responsibilities- Leading large-scale organizational transformation initiatives, introducing and embedding new ways of working based on global best practices- Managing and delivering complex, international projects across multiple time zones and cultures, ensuring effective collaboration and seamless execution in diverse work environments- Designing and implementing change management strategies tailored to the unique needs of each sector, driving adoption and sustainable results in both B2C and B2B contexts- Facilitating cross-functional and multicultural teams to co-create innovative solutions that enhance both customer and employee journeys- Leveraging design thinking, agile, and lean methodologies to foster a culture of continuous improvement, adaptability, and service excellence- Acting as a key change agent, empowering organizations to navigate transformation, embrace digitalization, and build resilient, future-ready cultures- Effectively managing and aligning diverse stakeholder needs and expectations by fostering transparent communication, building trust, and ensuring that all perspectives are considered throughout every stage of organizational transformation and project delivery.
EDUCATION
CIM | The Chartered Institute of Marketing
Professional Diploma in Marketing, Marketing
SGH Warsaw School of Economics
Postgraduate studies, Customer Satisfaction Management
Uniwersytet im. Adama Mickiewicza w Poznaniu
Magister (Mgr)/ Msc, Biologia molekularna/ Molecular Biology
Uniwersytet WSB Merito Poznań
Postgraduate Diploma, Marketing for Financial Services
ABOUT IZABELA KOSICKA
Experienced Change Management Leader (PROSCI® certified), senior consultant, passionate Customer Experience (CX) and Employee Experience (EX) strategist with over 20 years of international expertise across diverse industries: financial services, insurance, banking, capital markets, retail, pharma, life sciences, travel, and the non-profit sector.I have successfully led complex projects & transformation programs and managed cross-functional international teams in both B2C and B2B environments. My approach combines high empathy and engagement with a drive for innovation. I am a strong advocate of design thinking, lean management, and agile methodologies. I help organizations foster a culture of growth, transparent communication, and plain language.My focus is on driving change & transformation and delivering best-in-class business results, customer and employee experiences, leveraging market insights and human-centered design to embed service excellence into the very DNA of organizations and their people.Core Competencies- Strategic consulting and change management across multiple industries (life sciences, insurance, banking, capital markets, retail, pharma, travel, non-profit)- Customer & employee-centric strategy development and implementation (CX/EX/ EVP)- Service design and experience measurement (NPS, VoC, close the loop)- International projects and cross-functional teams leadership- Digital culture and transformation- Lean management, lean startup, agile, and design thinking- Product strategy, development, launches, and sales support- Marketing, communication, and customer service management- Market research and insights- Plain language and internal communication expertise- Culture, people and budget management- Public speaking, training, workshops and mentoring- Entrepreneurial experience, business & life coaching, sports training- Lifelong learning and personal developmentGallup Top 10 Strengths:Strategic, Learner, Responsibility, Individualization, Self-assurance, Belief, Woo, Futuristic, Positivity, InputI lead through strategic thinking and inspire growth in others.I am a firm believer in continuous improvement. My mission is to encourage teams and organizations to purposefully raise the standard of service and deliver outstanding results & experiences to all stakeholders. I thrive on building cultures of innovation, collaboration, and excellence.Let’s connect if you’re interested in transforming your organization’s approach to change, customer experience, or employee engagement!
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