Bram Van Der Lans Email & Phone Number

Delft, ZH, NL

The Hague, South Holland, NL

• Responsible for all customer channels, including digital and contact centers, for consumer and business
• Managed a team of 20+ data, digital, design and transformation professionals
• Improving sales and service targets through data insights, digital marketing, conversionoptimisation, search optimisation and experience management
• Business owner for core applications such as CMS, CRM and workforce management
• Developing and implementing the vision, strategy and processes that drive the customerexperience, contact channel strategy and (technical) design direction
• Managed the transition from Aegon to ASR as well as the split-off of the KNAB brandAegon is a financial services provider in the Netherlands.

Melbourne, Victoria, AU

• Responsible for the customer experience (digital and retail for both sales and service), customer touch points (channels, products and processes) and (agile) IT delivery
• Managed an international group of around 70 professionals skilled in development, design, customer experience, customer service and product management
• Continuously improving customers’ end-to-end journey, across digital as well as physical product experiences, such as the modem design, home delivery and retail presence
• Actively pushed for increased accessibility and inclusivity of all our channels
• Responsible for contact centre operations (in the Philippines, India and Australia) relating toemployee experience, QA, training and processes. Managed the complaints handling teamBelong is a carbon-neutral.

Sydney, NSW, AU

Belong is a carbon-neutral, digital-first telecom service provider in Australia, owned by Telstra.

Sydney, NSW, AU

Stone & Chalk is an independent, nonprofit Fintech innovation hub whose overarching objective is to help foster & accelerate the development of world-leading Fintech startups.Stone & Chalk’s flagship Mentor Program sets it apart from other hubs, connecting founders to high calibre mentors that will make the difference to their success. Mentors provide a.

London, GB

• Responsible for all digital channels and the general customer experience
• Managed a team of around 65 professionals in analytics, design, content strategy, SEO, digitalmarketing, production and traffic management
• Created the digital strategy and product roadmap. Implemented tools, processes andstandards for more efficiency and increased growth
• Rebranded the digital assets, re-engineering the content management systems, improvedsales conversion and increased personalisation and optimisation of the digital channelsEE is with over 27 million customers the.

London, GB

EE is with over 27 million customers the largest mobile service provider in the UK, part of BT

Melbourne, Vic, AU

• Senior digital project consultant for clients like CBUS superannuation and NAB
• implementing data analytics, digital channel strategy and content management systemsBiztech is an Australian consultancy and development firm specialising in digital products

Sydney, NSW, AU

I managed the Telstra Digital Studio which consists of Digital Producers, UX Specialists, UI Designers, Developers, Copywriters & Content Strategists and a Traffic Management team. The team consisted of around 100 digital professionals.I also managed telstra.com, with over 12 million visits each month. I significantly improved the customer experience on.

Sydney, NSW, AU

I was accountable for building the roadmap for Telstra's digital self- service application, My Account. In the role of Product Manager, I had to work with stakeholders to determine the future features for My Account and with the development team to work through the scope of each iteration.I successfully built a roadmap that made My Account a world-class.

Sydney, NSW, AU

I was the Senior Business Analyst in the Invoice formatting team in Billing Operations & Transformation. I worked on the delivery of an integrated customer communications platform within the transformation project.

Sydney, NSW, AU

Alinta was separated into three different entities. My role at Alinta was to catalogue, assess and process each digital asset in order to divide these assets between the three new companies.

Mechelen, BE

As senior business analyst I was responsible for IT billing projects.Key deliverables included a complete re-engineering of the bill- presentment process, introduction of e-billing, optimisation of the billing cycle, migrating customers from Arbor 9.1 to Kenan 11.7, merger projects and VAT/GST integration projects.

I was the development manager for the e-billing department at AdValvas Solutions (previously Network Solutions). My team delivered software for automated handling of electronic invoices and document exchange systems focused on Telecom invoices.The team consisted of around 10 engineers. As the development manager I was responsible for the budget.

Developing software to manage the administration at nursing homes (Delphi 3.0 and Delphi 4.0). The program’s task is to keep record of all residents and employees of the nursing home and controls the information to and from the government. The program has an extensive use of databases and has a user-friendly interface.

Master Of Science - Ms, Civil Engineering

Leading Teams

High School, Maths, Chemistry, Physics, Geography, History, Economics, Dutch, English, German

Business Innovation Certificate, Service Design