Joanna Pakuła

Joanna Pakuła, Director of the Claims and Benefits Department at Allianz. A manager with extensive experience in operations management and customer service, she is an expert in process improvement to enhance customer experience and achieve a positive impact on company performance. As a leader, her accomplishments include managing teams during the Allianz and Aviva merger process, integrating processes, and successfully implementing digital transformation, which contributed to the company's operational efficiency growth. Her successes include the implementation and utilization of digital tools, automation of claims and benefits handling, an increase in the NPS score, and improved team efficiency. She is a graduate of the Aviva Leadership Accelerator, Harvard Business Review Poland’s "Management" program, postgraduate studies at SGH in Management and Customer Value Management, a certified JTI coach and Mentor, with a Master’s degree in Sociology in the field of Social Sciences, and certifications in Negotiations, Mediation, Conflict and Dispute Resolution. She has been associated with the insurance industry for many years, currently with Allianz, previously with Aviva. She is passionate about new technologies and actively involved in activities such as competitions, author meetings, and mentoring.