Gwendolyn Graman Email & Phone Number

Doorn, Utrecht, Nederland

Amsterdam Area

Leading our Customer Engagement team within Consumer Products and Retail at Capgemini. With this team she drives initiatives on Customer Engagement (Service, Marketing, Commerce and Sales) helping our clients become leaders in Customer Engagement.

Utrecht Area, Netherlands

Europe

Various project lead roles (senior business analyst, lead requirements engineer, workshop facilitator) at leading companies in the Consumer Products and Retail Industry (V&D, IKEA, CGF, etc.)

Responsible for the Capgemini Conversational Commerce proposition, setting up and running Customer Experience Center, managing the development of 3 global Consumer Products & Retail offers as part of the global Consumer Products & Retail sector team.Managed and published report 'Time to Talk' with Intel and MIT Support to published report 'Conversational Commerce: Why consumers are embracing voice assistants in their lives'Speaker Dreamforce San Francisco 2018,… Show more Responsible for the Capgemini Conversational Commerce proposition, setting up and running Customer Experience Center, managing the development of 3 global Consumer Products & Retail offers as part of the global Consumer Products & Retail sector team.Managed and published report 'Time to Talk' with Intel and MIT Support to published report 'Conversational Commerce: Why consumers are embracing voice assistants in their lives'Speaker Dreamforce San Francisco 2018, Salesforce basecamps Lausanne and ZurichResponsible for Capgemini presence in the SAP Partner Booth at National Retail Federation's Retail's Big Show 2018 and Capgemini's presence, booth and demo at NRF 2019 Show less

Helsingborg, Sweden

Leading the requirements team for the Intermediate Basic eCommerce Solution that rolled out to 15+ countries in 1,5 year.With her requirements team, Gwen delivered the full requirements engineering cycle (e.g. scoping and prioritization with business owners, requirement specification with business SME’s, solution designs in co-op with architects and developers, support to the QA team and hand over to line organization, etc). Additional tasks where in the area of cross team cooperation… Show more Leading the requirements team for the Intermediate Basic eCommerce Solution that rolled out to 15+ countries in 1,5 year.With her requirements team, Gwen delivered the full requirements engineering cycle (e.g. scoping and prioritization with business owners, requirement specification with business SME’s, solution designs in co-op with architects and developers, support to the QA team and hand over to line organization, etc). Additional tasks where in the area of cross team cooperation, stakeholder management and timeline and risk tracking. Within the first year the team delivered a basic eCommerce solution and rolled out to 19 countries while continuing the development of additional functionalities and improving the customer journey. Show less

Utrecht Area, Netherlands

Various project consultant roles (business analyst, process design, workshop facilitation) at leading companies in the Consumer Products and Retail Industry (Natudis, HEMA, IKEA) Managed and published report 'Who Cares - Moving towards a total Customer Care Experience in 2020'

Amsterdam Area, Netherlands

V&D is a large department store chain with 63 department stores and 53 stand alone restaurants, with a total of 1500 POS systems. I joined the POS team as a senior BA when the roll-out of a new POS software package (Cowhills) started. Responsibilities in requirement validatoin, quality assurance, coaching a junior BA, guiding and training store and back office employees during roll out.

Helsingborg, Sweden

MHS: the 27-year old, in-house developed IKEA store-ERP system, supporting 90.000 end-users on all critical store functionalities.This MHS pre-study was asked to provide a recommendation to the MHS Transformation Program on whether to remove 3 functional areas from MHS and how these should be supported in the future. Gwendolyn was the business analyst on 2 out of 3 areas: in-store logistics and in-store fulfillment. She was responsible for leading the work team (6-8 people, incl… Show more MHS: the 27-year old, in-house developed IKEA store-ERP system, supporting 90.000 end-users on all critical store functionalities.This MHS pre-study was asked to provide a recommendation to the MHS Transformation Program on whether to remove 3 functional areas from MHS and how these should be supported in the future. Gwendolyn was the business analyst on 2 out of 3 areas: in-store logistics and in-store fulfillment. She was responsible for leading the work team (6-8 people, incl. business owners / developers, solution owner, IT / enterprise architect and IT solution analyst) and tracking & reporting on scope, risks and timeline. She delivered a validated AS-IS and TO-BE business capability model and mapped current and future requirements to this. Gwendolyn facilitated the RFI and the fit-gap analysis to market solutions. After multiple workshops with selected vendors, a final recommendation and roadmap will be presented to the MHS Transformation Program. Show less

Helsingborg, Sweden

Gwendolyn joined in the role of Business Analyst in the project Multi Logistic Setup for Stores. The project enables new services like Click & Collect for customers and is part of IKEA’s transformation to become a omni channel retailer. Gwendolyn was responsible for gathering, (re)defining and validating the business requirements. The business requirement specifications and a full design for a release 1 of the Click & Collect @ store service were delivered, securing an end-to-end IT support for… Show more Gwendolyn joined in the role of Business Analyst in the project Multi Logistic Setup for Stores. The project enables new services like Click & Collect for customers and is part of IKEA’s transformation to become a omni channel retailer. Gwendolyn was responsible for gathering, (re)defining and validating the business requirements. The business requirement specifications and a full design for a release 1 of the Click & Collect @ store service were delivered, securing an end-to-end IT support for this service. Gwendolyn was praised for her eye for detail and her way of driving business to take decisions, articulate and prioritize their re requirements. Show less

In order to serve her franchisees better, the head office of this bio wholesaler and retailers initiated the selection of a new Point-of-Sales (POS) system. Based on their experience with Gwendolyn in an earlier assignment, the client asked Gwendolyn to take on the role of business analyst in this project. Gwendolyn was responsible for gathered requirements from both shop owners as head quarters employees during workshops, as well as presenting the results back to the project management… Show more In order to serve her franchisees better, the head office of this bio wholesaler and retailers initiated the selection of a new Point-of-Sales (POS) system. Based on their experience with Gwendolyn in an earlier assignment, the client asked Gwendolyn to take on the role of business analyst in this project. Gwendolyn was responsible for gathered requirements from both shop owners as head quarters employees during workshops, as well as presenting the results back to the project management team and writing the final RFP. She evaluated the answered RFPs and presented the main difference to the project group. After a Proof-of-Concept from multiple vendors, a final recommendation was given, based on which the client entered the contracting phase. Show less

Within the research program Shopping2020, founded by Thuiswinkel.org, Gwendolyn joined as a project coordinator and facilitator on the expert group Customer Care. Gwendolyn was involved from the project initiation onwards and responsible for setting the scope of the research in cooperation with the core team. She facilitated the expert workshops in which she guided and inspired twenty experts from the top-A retailers of The Netherlands.Using the output of these workshops and research… Show more Within the research program Shopping2020, founded by Thuiswinkel.org, Gwendolyn joined as a project coordinator and facilitator on the expert group Customer Care. Gwendolyn was involved from the project initiation onwards and responsible for setting the scope of the research in cooperation with the core team. She facilitated the expert workshops in which she guided and inspired twenty experts from the top-A retailers of The Netherlands.Using the output of these workshops and research suggested by the experts, Gwendolyn was responsible for the content creation and wrote the report in which the vision on Customer Care is supported by strategic questions and practical steps. In January 2014, the results of the research program and the vision on Customer Care in e-Retail in 2020 were presented during the two-day convention “Shopping Together”. Additionally, the results are also published. Show less

An internal reorganization effected the IT landscape of this client. A study was ordered to research the effects of these changes and to draft an IT Roadmap, supporting the business processes of the new organization.Following the main steps of the SEMBA methodology, Gwendolyn started as a Project Management Officer, though quickly took on business analyst and modeling tasks. She performed an AS-IS analysis conducting seventeen interviews with the main process users. Based on the information… Show more An internal reorganization effected the IT landscape of this client. A study was ordered to research the effects of these changes and to draft an IT Roadmap, supporting the business processes of the new organization.Following the main steps of the SEMBA methodology, Gwendolyn started as a Project Management Officer, though quickly took on business analyst and modeling tasks. She performed an AS-IS analysis conducting seventeen interviews with the main process users. Based on the information gathered in these interviews, and in relation to the Retail Reference Model, she modeled the business processes. After a strategic exploration by the team, the TO BE of both the business processes as the IT landscape was drafted. Additionally, Gwendolyn modeled the TO BE processes of each transition phase. A project portfolio was composed and translated to a Transformation Map and Benefits Logic.The IT Roadmap was completed with recommendations and presented to the management team of the client and the ICT department of its corporate organization. The Roadmap supported the migration to a new IT environment. Show less

The Netherlands

SocialMedia4You is my company, allowing me to professionally contribute to the Social communication of (hospitality) organizations. Not a self-claimed Social Media expert, but sharing from and using my own experiences and practices in both Social Communication as the Hospitality industry.

The Hague Area, Netherlands

All aspects of hospitality on a prime location on the Dutch seafront

HSMAI TraineeSupport and management of divers projects, mainly the organisation of (knowledge) seminars and events, the acquisition of new members and advertisers and the development of a social media strategy.

Msc, Marketing Management

Activities and Societies: Member of the Marketing Association maEUR, Committee member of STAR Marketing Experience, MSc Ambassador

Bsc, International Business Administration

Pre-master International Business Administration

Hbo, International Hospitality Management

Activities and Societies: Student Association Io Viva, Fast-Track cohort '06 Minors done in South Africa and rewarded with 'Best Student.