Selection of projectsCustomer Experience and Customer InsightsCustomer: on request
Role: Strategic Transformation Consultant
Tasks:- Challenge
- Develop a B2B VoC Program, transitioning from irregular feedback collection to a continuous, systematic approach.
- Process
- Developed and deployed the B2B VoC Program, crafting a step-by-step rollout plan and framework. I spearheaded the mapping of customer journeys within the European automotive sector, while implementing NPS and digital Customer Experience (CX) metrics measurement across defined regions, using globally standardized VoC software. Furthermore, I created a centralized SharePoint-based insights hub accessed by over 500 employees.
- Outcome
- ?Significantly enhanced the customer insights organization, implemented a robust digital measurement and reporting system, and accelerated data-driven decision-making across departments within 8 months.
Digital Technology Internal NPS Program ManagementRole: Chief of Staff
Customer: E.ON Digital Technology GmbH
Tasks:- Challenge
- Elevate the effectiveness of the Digital Technology internal Net Promoter Score (DT iNPS) program to surpass existing score and meet targets.
- Process
- Initiated by diagnosing critical gaps and flaws in the current program, I then devised and actioned a strategic roadmap for enhancements. This roadmap included refining monthly dashboards and presentations, streamlining the continuous improvement process, and delivering targeted workshops with senior leadership. Additionally, I conducted training sessions for the executive team on NPS mechanisms and score dynamics to ensure informed decision-making, thereby fostering stronger collaboration across DT departments.
- Outcome
- Achieved a rise in quarterly iNPS and overall satisfaction, with open feedback directly attributing these improvements to the targeted optimization activities undertaken.
Digital TransformationBarcody Prototype DevelopmentRole: Co-Founder & Strategy Lead
Customer: on request
Tasks:- Challenge
- Create a consistent digital platform for restaurants and hospitality services to facilitate contactless ordering and payment during COVID-19
- Process
- Conducted comprehensive market research to identify market needs, developed a strategic framework and implementation roadmap informed by consumer, B2B, and competitive analysis. I mapped the consumer and B2B journeys, and created the UX wireframes. I collaborated with front-end and back-end developers to ideate and to create 'Barcody,' a QR-code-based mobile ordering system.
- Outcome
- Successfully developed the Barcody prototype, elevating customer engagement and establishing a robust foundation for potential market entry. This accomplishment laid the groundwork for future investments and developments, with informed decisions made amid the challenges posed by COVID-19 restrictions.
Digital Attacker NPS Program - MartechRole: International Customer Experience Manager
Customer: E.ON SE
Tasks:- Challenge
- Implement the Digital Attacker NPS Program in target regions through digital channels and increase customer satisfaction.
- Process
- Developed the strategy and roadmap for the Digital Attacker NPS Program, utilizing agile project management to lead a cross-regional/ functional team of five members, including IT, digital, customer insights, and a scrum master. Successfully integrated Qualtrics for experience management and established inner processes to act faster on customer feedback, while defining and steering improvement initiatives based on customer insights to digital touchpoints and customer journeys.
- Outcome
- Increase in strategic and journey NPS, as well as in the satisfaction, cost efficiency, and resolution rates.
Brand and Marketing CommunicationsBrand Identity and Website DevelopmentRole: CCO, Digital Transformation and CX Manager
Customer: Pripec GmbH
Tasks:- Challenge
- Develop Pripec's brand identity and digital channels to enhance online presence and customer experience.
- Process
- Planned and executed an extensive brand and website development, from logo creation through to the successful launch of the website. Aligned with business objectives, oversaw collaboration with a designer to craft a compelling brand identity. Personally undertook the implementation of the company website in WordPress.
- Outcome
- Boosted online user engagement metrics and elevated the client communication rate, with an increased number of outreach initiatives and fostering ongoing conversations.
Operational EfficiencyStrategic IT Systems ResolutionRole: Chief of Staff
Customer: E.ON Digital Technology GmbH
Tasks:- Challenge
- Address an unexpected operational disruption in a critical market, necessitating immediate resolution.
- Process
- Led a team of IT professionals and collaborated with external strategic partners to promptly identify and rectify the issue. Provided detailed updates to the Board. Utilized global IT data for developing a resolution plan, organized field trips to support execution, and to proactively identify and address additional unforeseen issues.
- Outcome
- ?Successfully resolved the operational disruption across all sites within three weeks. The project's success increased operational efficiency and satisfaction. Optimized data processes and implemented additional policies for enhanced data quality.