Marlena Baczyńska

A Promising Start

I have been working at NN for 12 years and haven't been bored for a moment. I started in the Operations area, combining two roles. As a service quality specialist, I monitored the work of the Call Center. As a soft skills trainer, I taught service standards, assertiveness, stress management, and effective communication. This allowed me to blend my customer service experience with my coaching background and interest in psychology, skills that turned out to be invaluable for my further journey in Customer Experience.

Seizing Opportunities

Twelve years at NN have made me feel at home, but it's a home where there is always something going on. Every change and every new project is an opportunity to grow.

Although I started in Operations, I had the opportunity to learn and develop a career that fills me with even more satisfaction. Today, I work in Customer Experience, where I manage the team I and CX projects… and the development keeps on going. Without a doubt, I can develop and explore my interests and potential here.

Making an Impact in Different Areas

Working here constantly reminds me that I have a significant influence on my daily work. I've discovered that sometimes all you need to participate in an interesting project is the desire, an idea, and the courage to pursue it. This was the case with our plain language program: A few years ago, I became interested in plain language, noticed our communication with customers needed a change and advocated for it.

In my previous role as a CX Expert, I coordinated a company-wide plain language program and led a growing group of specialists who transformed the way we communicated with our clients, making it more human. Thanks to this initiative, our self-service platform became plain language certified and boasted a large number of satisfied users. Our unit achieved such success that teams in other countries began running programs modeled after ours.

I also led cross-functional projects to design the customer experience. As a result, I influenced the way our clients were onboarded in our company and how we served them during claims. Knowing that I improved the reality for our clients and that I would be able to continue doing this in the future, even on a larger scale, brought me a great deal of satisfaction.

A New Chapter

Recently, I took on a new challenge and became the Customer Experience Manager. This role allows me to have an even greater impact on how we shape experiences for our clients across the organization. I now lead a team of passionate CX professionals, and together we continue to build a customer-centric culture, drive innovation, and ensure that our clients feel truly understood and cared for at every touchpoint.

And, since balance is essential, I combine my passion for work with yoga and traveling. Recently, I practiced yoga in Indonesia, and I'm already wondering where life will take me next—both personally and professionally.