Dionysia Markou

Leading a cross-disciplinary tribe focused on elevating B2B Customer Experience and Marketing Communications across the organization.
I oversee high-impact programs that drive customer satisfaction, service design innovation, and brand consistency, aligning agile delivery teams with strategic business goals.
Key Responsibilities & Achievements:
• Spearhead CX transformation initiatives, improving customer journeys across digital and physical touchpoints and driving uplift in NPS.
• Lead cross-functional squads and chapters, bringing together marketing, service, operations, and tech to execute integrated projects.
• Oversee communication strategy and execution for major service and product changes, ensuring brand alignment and customer clarity.
• Foster a culture of collaboration, accountability, and continuous improvement across all tribe functions.
Trusted by senior leadership to translate customer insights into actionable strategy, with measurable impact on business performance and customer loyalty.

Led the development and implementation of integrated strategies in B2B Customer Experience and Brand Communications, laying the groundwork for long-term transformation within the organization.
Collaborated with C-level stakeholders to design end-to-end customer journeys, aligning business priorities with service excellence and brand trust.
Key Responsibilities & Achievements:
• Design and launch multi-channel communication strategies for major service and product initiatives.
• Design and implement initiatives to position COSMOTE as the leading brand for B2B customers.
• Define CX vision and frameworks for B2B segment, ensuring consistency and customer-centricity in all interactions.
• IntroduceVoice of the Customer (VoC) mechanisms and customer insight loops that informed decision-making at all levels.
• B2B representative to cross-functional sustainability team.
• Collaborate with Telekom’s B2B EU Marketing Community for knowledge sharing, cross-functional projects and strategy alignment.
• Driving repositioning & rebranding projects for B2B segment.