Elsa Pekmez

Elsa Pekmez graduated from Bogazici University Department of Business Administration in 1999, and received her MBA degree from Harvard Business School in 2004. She is a former McKinsey Consultant with strong know-how of leading digital channels, transformation and customer experience in banking. Successfully developed, launched, managed and grew the first “branchless digital-only bank” in Turkey, “Enpara.com”, as part of Finansbank. Also, set up and ran a Customer Experience Office for the entire bank with the target to improve overall NPS and to strengthen capabilities to provide exceptional customer experience. Currently based in the UK, leading digital strategy for Santander UK’s retail and small business customers; managing and evolving the digital onboarding journeys and digital servicing channels to improve digital adoption, conversion and NPS. She is also transforming and digitizing key retail customer journeys end-to-end.