Helle Føns Email & Phone Number

Aarhus, DK

Ikast, Central Denmark Region, Denmark

• At H&B we serve as strategic advisors to executive leadership.As Senior Manager and Senior Management Consultant I collaborate closely with the client which involves identifying their needs and challenges, crafting and.
• Customer experience strategy
• Strategy implementation
• Consolidation of strategies throughout the organizations
• Strategy-driven culture and leadership development
• Business transformations

Århus Area, Denmark

• As Senior Manager and Senior Management Consultant I collaborate closely with the client which involves identifying their needs and challenges, crafting and aligning project scopes, and driving project plans, as well.
• Development of customer experience strategies through customer satisfaction analysis and data, customer feedback, interviews and focus groups, internal data etc.
• Converting overall customer experience strategies to implementation plans and actions at department levels
• Mapping and optimization of customer journeys and cross functional end-2end customer experience
• Facilitating scoping, testing, and implementing customer experience improvement using PDCA, Experiment approach, sprint set-ups
• Setting up cross functional governance structures for prioritizing and aligning activities and action for customer satisfaction improvement

• The company originated from my experience and a strong desire to integrate the power of mindfulness into leadership, cultivating the awareness and mindset necessary for fostering lasting change and transformation.
• Conceptual development and facilitation of mindful leadership development programs
• Optimizing crossfunctional cooperation and handovers in customer journeys
• Customer journey mapping and end-2-end customer experience optimization based on customer satisfaction analysis, data and feedback
• Facilitating prioritizing of focus areas and scoping of customer satisfaction improvement initiatives
• Facilitating implementation in crossfunctional follow-up, supporting with sparring and subject matter expert knowledge

• At Telenor, I held several positions, culminating in the role of Director for Omni Channel Support. My primary responsibilities throughout my employment at Telenor.dk included:
• Leadership
• Organizational development
• Strategic execution and planning
• Change Management
• Project managementAs the Director for Omni Channel, my focus was:

• As Director of Retail Support, my primary focus was:
• Leadership and development of store location, layout, and space
• Optimization and maintenance of store and training setups for retail stores
• Operation of the repair center and reporting
• Facilitation and implementation of strategic projects for division management and program leadership.I had 2 managers and 4 employees in references and had the overall responsibility for 25 employees.

• My primary focus as Network Customer Experience Manager was to:
• Lead the transformation of customer experience in the Network Division
• Develop and implement the concept of Customer Centricity (CC) and NPS in the division
• Facilitate change management with the aim of cultivating a new customer culture, mindset, and behavior
• Develope and facilitate education and training in CC and NPS
• Establish a communication structure to ensure visibility, momentum, and anchoring of changes.

Ålborg Area, Denmark

• As the Head of Department, my thee primary focus areas were: Customer Experience, Business Process Management, and Product Management MMB & Voice.My primary focus within Customer Experience were:
• Preparing and implementing new executive reporting on customer experience
• Implementing activities to ensure visibility of customer feedback throughout the organization
• Initiating program and project management of customer-centric projects
• Ensuring ongoing in-depth analyses and recommendations for improving the customer experience.I had 6 employees in direct reference.My primary focus within Business Process Management was:
• Restructuring and prioritizing the department's mandate and tasks

• My primary focus as a Senior Consultant within Business Transformation was to:
• Align and develop projects within customer processes
• Develop projects within product maintenance processes
• Implement group and BU strategies at the divisional level
• Managing the group's efficiency programs at divisional level.

• My primary responsibilities as Management Assistant were:
• Structuring and overseeing strategy implementation, strategy monitoring, and projects
• Project management of strategic projects and performing tasks for the corporate leadership
• Process development and optimization for product development
• Supply chain project with a focus on inventory reduction
• Conducting staffing analyses for the Scandinavian customer service

• My primary responsibilities as Process and Management Consultant were:
• Implementing and monitoring corporate strategies in customer service
• Developing and optimizing processes for enhanced efficiency in customer service
• Planning and executing organizational changes and staffing reductions
• Ensuring a goal-oriented management structure for customer service
• Embedding values and value-based leadership in customer service

• Conducted Lectures in Process Understanding and Process Management.

• My primary responsibilities as Management Consultant were:
• Executing process development and efficiency initiatives for sub-processes or cross-organizational end-to-end processes
• Planning and conducting training sessions and workshops on process understanding and improvement
• Planning and executing benchmarking projects, including the implementation of Best Practices
• Developing and executing employee satisfaction analyses and leadership assessments
• Planning and executing internal marketing for change and development projects

• My primary responsibilities as Quality Coordinator were:
• Execution of process mapping and optimization
• Implementation of deviation registration and follow-up
• Planning and conducting quality-related training
• Planning and conducting customer relationship meetings with Key Accounts regarding communication and collaboration processes
• Reporting various quality-cost-related trends to the management team.

Owp2022, Orchestrating Winning Performance

Cand.Merc I Kvalitetsledelse

Ha Erhvervsøkomisk Bachelor

Cand.Oecon-Studerende

Højere Handelseksamen