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Dariusz Chelmicki

@dariuszchelmicki

I lead banking transformations that improve operations, customer journeys, process performance, and organizational culture.

Poland

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What I'm looking for

I'm looking to lead cross-functional transformation where I can connect strategy, people, processes, customer experience, and execution to deliver measurable, sustainable business value.

At Bank Pekao, I lead customer journeys, process excellence, and UX/UI, using AI-powered tools to improve process performance, resource utilization, and operational efficiency.

I have built enterprise process-management and operational-excellence models that connected customer experience, employee experience, and efficiency. Across two operational departments of approximately 1,000 FTEs, this work delivered a 30% efficiency increase, 59 percentage-point growth in internal customer satisfaction, and 32 percentage-point growth in employee engagement.

My transformation experience spans Bank Pekao, mBank, Nest Bank, Elavon Europe, and BPO/SSC environments. I have led M&A cutover and crisis-management workstreams, centralized and standardized more than 500 processes, and delivered over 800 improvement initiatives.

I bring Lean, Design Thinking, AI-driven innovation, performance management, and people-centred change to complex operational challenges. I focus on turning strategy into measurable, sustainable outcomes for customers, employees, and the business.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Journeys, Processes Excellence and UX/UI

Current

Bank Pekao S.A.

Jul 2025 - Present (1 year 2 months)

Leading process excellence, customer experience, and UX initiatives, including AI-powered process optimization and implementation of the Operational Excellence Model.

AI process excellence Customer Experience UX Operational Excellence Data Management AML KYC Design Systems

Head of Customer Journeys and Process Excellence

Bank Pekao S.A.

Dec 2019 - Jun 2025 (5 years 6 months)

Developed and implemented process management policies and operational excellence models, achieving significant efficiency and satisfaction improvements across the bank.

process excellence Customer Experience Operational Excellence Lean AI Process Optimization Performance Management M&A Integration

Head of Back Office Operations — Global Payment Exceptions / EU MFM

Elavon Europe

Apr 2019 - Nov 2019 (7 months)

Managed Customer Master Data and Payment Exceptions functions, and delivered customer due diligence review processes within a KYC/CDD project.

KYC Customer Master Data Operations Management

Transformation Manager

Leanpassion

Sep 2018 - Mar 2019 (6 months)

Led BPO/SSC transformations, delivering more than 20% improvement in operational efficiency.

BPO Transformation Operational Efficiency

Head of Process Management and Transformation Department

Nest Bank S.A.

Jul 2017 - Aug 2018 (1 year 1 month)

Led implementation of a Lean culture project, optimized loan processes, and reduced complaint resolution time by approximately 50%.

Lean Design Thinking Process Optimization Continuous Improvement

Group Head of Administration Department

mBank S.A.

Jul 2015 - Jun 2017 (1 year 11 months)

Led transformation of administrative area focusing on internal customer needs, cost efficiency, and process quality, including digital transformation of procurement.

Administration Efficiency Process Quality SLA Digital Transformation Procurement P2P

Head of Process Management Department

mBank S.A.

Jan 2012 - Jun 2017 (5 years 5 months)

Led transformation of an Operations Division of approximately 650 FTEs, driving annual efficiency growth of 12-15% and increasing employee engagement by 25 percentage points.

Operations Management Efficiency Quality Management Continuous Improvement Employee Engagement