FlexForward & Flourish in the digital age - is a new value proposition for consulting covering 3 main area's: Set new direction - Organise for strong delivery - People in the centre

Defining a value stream and core processes through a strong, collaborative rhythm and drumbeat—laying the foundation for the future success of an exceptional robotic product and partnership!

To optimally help deliver Telenet's business strategy, I played a pivotal role in building a new department for Strategic Partnerships, implementing the right partnership operating model and optimize the current key partners, vendors and suppliers portfolio, securing the projected business benefits:• Recruited, nurtured a strong team experienced enterprise partnership managers• Crafted a robust transformation management approach for this Tribe to play their role in the large playing field of stakeholders using a comprehensive tribe playbook• Developed a visionary end game for partnerships, defining core beliefs & guiding principles and future operatig framework for senior leadership to advocate and implement• Led the assessment of value opportunities and prioritized them for continuous delivery & adaptation• Redefined the Field Services partnership business strategy for new 5 year contract renewal. • Spearheaded the re-imagination of the Software partner ecosystem, for current & future business goalsProvided strategic consultation for vendor re-contracting tracks

In this role, I co-led a special assignment focusing on the deliver transformation proposals of the current operating model to the future to-be operating model for Telenet, after carve out of the network operations and fixing fundamental flaws of the initial Agile@scale framework:• Architected an agile@scale tailored operating model as a basis for a new organization blueprint• Introduced a customer-centric delivery model with end-to-end steering communities (exhaustive topology patterns, cockpit steering mechanisms, operating guardrails, .. )• Designed an new navigation mechanism as basis for new governance• Proposed and assessed scenario's for transformation from aggressive to progressive• Supported transformation roll-outs to the new operating model as executive coach

In this function, I was able help shape the new Agile@scale operating model, being the first in bringing business and IT teams together in one community - able to successfully deliver incremental functionality, experiences and platforms, critical for Telenet's business results. As these were mission critical to market, launch, sell and service and market the extensive product & service portfolio in an omni-channel fashion:• Inspired & led an exceptional innovative tribe of squads dedicated to delivering customer value, digital-first, omni-channel experiences, understand user needs for valuable interactions• Built a Digital & Omni-channel strategic roadmap, aligned with the company strategic business goals• Managed a multi-million budget to maintain, innovate the digital platforms and leveraging offshore and onshore Software-partners for design, build and support services• Led project implementations, incl. conceptual and UX design, platform selection and innovative implementations of new platforms• Provided incremental support for marketing campaigns, implementing product management self-services to achieve online sales & care objectives• Actively collaborated in strategic organizational transformation programs, including multiple agile@scale change iterations bringing business & IT closer together

In this role, I helped shape the digital customer experience for Telenet & Base brands and actively managed the first digital channel operations ensuring alignment with strategic objectives, achieving ‘significant’ cost savings and steep e-commerce sales growth:• Implemented a Digital Channel organization, handling day-to-day business operations, social media management, web care, e-commerce, order management, self-service platform and content• Successfully led the post-merger integration of Base & Telenet Digital teams• Established success driver models to achieve excellent performance in ‘digital touch points’ including E-commerce sales targets, Mobile App adoption, ratings and x-sales, online marketing campaigns reach• Pioneered the Agile Operating model & Organization as Tribe Lead - owning the omni-channel Backlog with the team of new product owners and their squads

Successfully re-energized the content, copywriting and web application team by instilling a new sense of purpose and implementing a more efficient structure for Knowledge Management and driving innovation in first new digital functions and social media roles. We were at the forefront of the digital landscape in Belgium with first move-innovative digital experiences:• Implemented a company-wide distributed knowledge management community, empowering knowledge owners to model, manage, and sustain shared knowledge• Defined & implemented new business-oriented digital functions, roles, and responsibilities, driven by business performance and customer experience objectivesInnovation and Pilot Implementations• Conducted an outside-in study of customer self-services online, introducing personas thinking, customer-centric design. That helped implement disruptive and award-winning customer-centric personalization & tailoring concepts• Led innovation efforts and pilot implementations of new self-service concepts, community platforms, apps, intelligent search technology, and third-party cloud services• Successfully migrated the content management platform from Drupal to Adobe Experience Management, establishing a new digital enabling platform for enhanced efficiency and functionality

Managing a team of process analysts, fostering a collaborative and high-performing environment where we delivered requirements for key change projects and established considerable value with core process optimizations using lean sig sigma and documented the BPM model for Telenet: • Delivered business process design & requirement writing for key business projects, ensuring alignment with organizational goals• Led the delivery of business process improvement services using Lean and process improvement excellence toolboxes, incorporating best practices to enhance operational efficiency• Set up and defined a corporate core business process model, establishing a BPM framework for the telecommunications industry

End to end responsible for a portfolio of customer service oriented applications and CRM platforms:• Manage the IT projects related to customer services (analyses, planning, budgeting, quality and operational hand over)• Implementation of callcenter technologies IVR, CTI technology, 360 CRM portals, intelligent routing platforms, media blending setup, email and document management, interaction & request management platforms, dynamic workforce management platforms, ticketing and trouble shooting applications, ... • Offshore and onshore development teamcoördination and management• Release management support and acceptance of new software

• Design of new business processes (start up context for new services and products such as consumer internet services, idtv services, ...)• Document first key corporate business processes and acquire executive approval• Process evaluation, set up and definition of key process indicators and balanced scorecards• Define requirements for new IT platforms supporting telco processes (BSS/OSS)• Support Business process re-engineering and upscale programs with external strategic management consulting

• Support telenet in start up mode (network build and commercial lift off)• Day to day pragmatics (set up new teams, basics - just do mentality)• Set up first contact centre, installation planning team, quality assurance checks, ... key building blocks to a mature organisation• First day to day performance reviews (stand up mode, first basic reporting and survey)