Serena Morgagni

Head of Customer Satisfaction & Claims Italy - UniCredit I grew up in the beautiful city of Ravenna, studied Philosophy in Bologna, and it was Milan, where I obtained a Master's degree in Communication, that provided me with guidance in the professional world. At Burson Marsteller and S.E.C., I worked in press office and public relations, while at Indicod-Centromarca, I expanded my experience in editorial work and event organization.

Entering UniCredit in 2000, I started a long and stimulating professional journey, mainly focusing on Marketing Communication and Internal Communication in various structures of the Group.

Acquiring increasing interest in the relationship with the customer - external and internal - I have reached the current role of Head of Customer Satisfaction & Claims. I develop and manage initiatives to assess the Customer Experience of colleagues and customers, collaborating with the Bank's Business and product, process and management structures, in order to promote constant improvement of service and offerings. This objective is also pursued through the management of complaints, which are also seen as an opportunity to listen to the customer.

My personal professional belief has as its main value listening, without which I do not believe it is possible to build sustainable businesses and organizations capable of growing and creating value. 

I passionately and diligently care for my professional life, and with great pleasure, I also fully live my role as a daughter, sister, friend, wife, and mother of two magical boys who are the richest source of madness and life possible.