Customer Analytics, Global Program Management (+40 countries), Transformation, Market Research, Sales Enablement, People Analytics, AI-Driven Insights
Aktualisiert am 25.09.2024
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 25.09.2024
Verfügbar zu: 100%
davon vor Ort: 100%
Customer experience
Programmmanagement
Data Analyst
Workday
Six Sigma Green Belt
Salesforce
Marktstudie
CRM
Microsoft
SPSS
MS Power BI
Predictive Analytics
Lithuanian
Muttersprache
German
Verhandlungssicher
English
Verhandlungssicher

Einsatzorte

Einsatzorte

Zürich (+50km)
Schweiz
möglich

Projekte

Projekte

2021 - 2024: Implementation of an AI-based customer insights framework


Role: Head of Customer Experience

Customer: The Adecco Group AG


Tasks:

  • led the CX Center of Excellence (CoE), managing the holistic overview of CX initiatives across 40+ countries, ensuring service excellence, and adapting best practices for global harmonization
  • led the implementation of an AI-based customer insights framework transforming feedback from 47 countries into actionable insights for a seamless, personalized customer journey
  • led a core CX team in the strategic design and execution of training initiatives, including design thinking workshops and tailored training paths, significantly improving customer focus and feedback integration within sales and service delivery teams

2020 - 2021: Implementation and delivery of Global Customer


Role: Senior Manager Customer Experience

Customer: The Adecco Group AG


Tasks:

  • led a dedicated team in the implementation and delivery of Global Customer and Talent Experience Measurement programs in 47 countries, reaching 1.5 Mio customer contacts annually
  • improved efficiency of the programs by more than 60% due to streamlining and automating data collection and reporting processes
  • established Customer and Employee Advisory Panel

2016 - 2020: Data Analytics Project Management


Role: Data Analytics Project Manager - Team Lead

Customer: The Adecco Group AG


Tasks:

  • led cross-functional collaboration of modernizing customer experience: designing and implementing customer journey tracking framework in CRM systems in G10 countries improving customer relationship management
  • Co-designed Global Service Excellence and Sales Leadership trainings, demonstrating my ability to develop and deliver innovative, engaging training programs tailored for global teams

2014 - 2016: Data Analyse


Role: Data Analyst

Customer: The Adecco Group AG


Tasks:

  • managed the Global Satisfaction Survey delivery in 15 countries
  • improved efficiency and effectiveness of the survey results delivery and data quality

2012 - 2014: Market Research Consultation


Role: Senior Market Research Consultant Zurich

Customer: zehnvier research & strategy


Tasks:

  • responsible for diverse employee engagement research projects from initial design to final report and client presentation

2009 - 2012: Research


Role: Research Assistant

Customer: Center for Organizational and Occupational Sciences at ETH Zürich

10/2009 - 10/2009: Internship in Assesment Center Simulation Study


Customer: Department of Work and Organizational Psychology, University of Zurich

07/2009 - 09/2009: Internship in Innovativeness Research


Customer: Center for Organizational and Occupational Sciences at ETH Zürich

Aus- und Weiterbildung

Aus- und Weiterbildung

2 months
2010-07 - 2010-08

ICPSR Summer Program for Quantitative Research

University of Michigan, USA
University of Michigan, USA

Structural equation modeling with Mplus & AMOS

Kompetenzen

Kompetenzen

Top-Skills

Customer experience Programmmanagement Data Analyst Workday Six Sigma Green Belt Salesforce Marktstudie CRM Microsoft SPSS MS Power BI Predictive Analytics

Produkte / Standards / Erfahrungen / Methoden

skills

  • Microsoft 365
  • Salesforce
  • IBM SPSS Statistics
  • Qualtrics
  • Power BI
  • R
  • Microsoft 365

Einsatzorte

Einsatzorte

Zürich (+50km)
Schweiz
möglich

Projekte

Projekte

2021 - 2024: Implementation of an AI-based customer insights framework


Role: Head of Customer Experience

Customer: The Adecco Group AG


Tasks:

  • led the CX Center of Excellence (CoE), managing the holistic overview of CX initiatives across 40+ countries, ensuring service excellence, and adapting best practices for global harmonization
  • led the implementation of an AI-based customer insights framework transforming feedback from 47 countries into actionable insights for a seamless, personalized customer journey
  • led a core CX team in the strategic design and execution of training initiatives, including design thinking workshops and tailored training paths, significantly improving customer focus and feedback integration within sales and service delivery teams

2020 - 2021: Implementation and delivery of Global Customer


Role: Senior Manager Customer Experience

Customer: The Adecco Group AG


Tasks:

  • led a dedicated team in the implementation and delivery of Global Customer and Talent Experience Measurement programs in 47 countries, reaching 1.5 Mio customer contacts annually
  • improved efficiency of the programs by more than 60% due to streamlining and automating data collection and reporting processes
  • established Customer and Employee Advisory Panel

2016 - 2020: Data Analytics Project Management


Role: Data Analytics Project Manager - Team Lead

Customer: The Adecco Group AG


Tasks:

  • led cross-functional collaboration of modernizing customer experience: designing and implementing customer journey tracking framework in CRM systems in G10 countries improving customer relationship management
  • Co-designed Global Service Excellence and Sales Leadership trainings, demonstrating my ability to develop and deliver innovative, engaging training programs tailored for global teams

2014 - 2016: Data Analyse


Role: Data Analyst

Customer: The Adecco Group AG


Tasks:

  • managed the Global Satisfaction Survey delivery in 15 countries
  • improved efficiency and effectiveness of the survey results delivery and data quality

2012 - 2014: Market Research Consultation


Role: Senior Market Research Consultant Zurich

Customer: zehnvier research & strategy


Tasks:

  • responsible for diverse employee engagement research projects from initial design to final report and client presentation

2009 - 2012: Research


Role: Research Assistant

Customer: Center for Organizational and Occupational Sciences at ETH Zürich

10/2009 - 10/2009: Internship in Assesment Center Simulation Study


Customer: Department of Work and Organizational Psychology, University of Zurich

07/2009 - 09/2009: Internship in Innovativeness Research


Customer: Center for Organizational and Occupational Sciences at ETH Zürich

Aus- und Weiterbildung

Aus- und Weiterbildung

2 months
2010-07 - 2010-08

ICPSR Summer Program for Quantitative Research

University of Michigan, USA
University of Michigan, USA

Structural equation modeling with Mplus & AMOS

Kompetenzen

Kompetenzen

Top-Skills

Customer experience Programmmanagement Data Analyst Workday Six Sigma Green Belt Salesforce Marktstudie CRM Microsoft SPSS MS Power BI Predictive Analytics

Produkte / Standards / Erfahrungen / Methoden

skills

  • Microsoft 365
  • Salesforce
  • IBM SPSS Statistics
  • Qualtrics
  • Power BI
  • R
  • Microsoft 365

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