Spreading customer experience principles and using service design tools to develop and implement customer centric products and processes.

As the only consulting company in Hungary dedicated to plain language, we help companies and institutions communicate clearly.

🔸Map out the premium lifecycle journey by service blueprinting. Identify opportunity areas, pain points, facilitate idea creation and prioritization. Support the implementation. 🔸Project management of a customer centric culture change program – introduce and spread the personas of retail banking throughout the whole company.🔸Implement tNPS and CES measurement to premium video advisory service.🔸Plan and start the retail account value proposition redesign project.🔸Take part in an international Service Design Bootcamp and a 3 month development program conducted by Designit.🔸Be a member of the international core SD team of 4, who shape design thinking implementation for all the 12 Raiffeisen Bank countries (community building, mentoring, SD guidebook editing).🔸Presented about the importance of design at an international CX event of Raiffeisen Bank International in Vienna - and became the most quoted speaker.

🔸Lead the customer centric design of the flagship customer service office.🔸Lead the redesign of the e-bill requesting user journey.🔸Gain scrum master experience in non-core product development projects. 🔸Core product and service development (chatbot; e-bill; green tariff, flagship customer service office)▫️Coordinate customer researches (both qualitative and quantitative) and create benchmark analyses▫️Facilitate co-design workshops to gain, synthetize, prioritize insight, pain points, ideas▫️Map out to-be customer journeys and design value propositions▫️Design and conduct customer validations▫️Create and implement prioritized action roadmaps 🔸Agile, non-core product development (insurance; energy saving devices)▫️Support product owners as scrum master (beyond representing customer perspective and using service design tools)▫️Create Trello kanban boards, organize and moderate daily stand ups, planning sessions, demos, retrospectives▫️Monitor the mood of the team and maintain a motivated atmosphere▫️Measure and report team’s KPIs 🔸Support marketing and grid development departments to implement NPS and CES measurement.

🔸Implementing Service Design principles and tools in order to continuously improve the digital product development and go-to-market processes.🔸Supporting the planning and the execution of the product development strategy by applying UX method and representing customers.🔸Coordinating the launch of new digital products.🔸Analysing and report key trends, competitors' performance and market potentials, and offering suggestions for further improvements.

🔸Mapping out the company’s processes from the customer perspective, 🔸Involving different departments and gain customer insights to coordinate the redesign of customer experience to increase customer satisfaction and the company’s efficiency,🔸Creating the action roadmaps to achieve the To-Be status,🔸Supporting the implementation by designing customer focused interfaces,🔸Spreading the Customer Centricity Framework and Design Thinking at the company by delivering Customer Experience trainings and🔸Adopting and improving the methodology of the whole Customer Centric Innovation Process at E.ON Hungária.🔸Product development - from 01/2017 to 04/2017 ▫️Took part in a start-up style project to develop a new Solar product for B2C by using agile methodology and srcum tools.

🔸Introduced the lean methodology at 3 different departments of the company by the means of regular consultation with team leaders.🔸Took part in process development projects and several A3 problem solving sessions.🔸Trained more than 150 colleagues on lean and problem-solving tools.🔸Worked as a co-auditor at more than 20 internal lean audits.

Reviewed the contents of more than 250 internal regulations and operated the management approval system.Participated in developing the new concept of the internal regulation system of the company – to introduce more helpful and applicable guidelines.Took part in the re-design of the SPS interface of internal regulation system.

Accomplished the complete administration and reorganization of the idea management system covering the whole E.ON Hungaria group (4500+ employees) and supported the management of internal regulations.