Ledi Lapaj

Ledi Lapaj is an experienced professional in customer experience and marketing with a robust history in various industries, including telecommunications and banking. Currently serving as the Director of Customer Experience at Bank-al-Etihad since September 2020, Ledi has previously held significant roles such as Head of Customer Experience at Eon Dental and Customer Base Marketing Manager at Umniah, where responsibilities included managing large subscriber bases and achieving substantial revenue growth. Ledi's expertise encompasses customer journey mapping, active customer management, and marketing automation, leading to accomplishments such as doubling CVM revenues and launching successful applications. Academic qualifications include a Master's degree in International Relations and European Studies from Central European University, a certificate in Innovation & Entrepreneurship from MIT, and a Bachelor's degree in Economics from the University of Tirana.