Hugo De Vries Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, North Holland, Netherlands

Responsible for team of 15 data analysts, working on BI and Analytics solutions for business banking clients.

Amsterdam

Amersfoort

Working with clients to drive innovation beyond traditional customer interactions. In this role I will work with our Webhelp labels (like Telecats, Xtrasource, Netino NL) to improve the customer experience through analytics, new channels and automation. I advise and lead implementations for clients together with the Netino digital consulting team.

Schiphol-Rijk

I am responsible for customer experience management for our EU markets (e.g. Virgin Media, Ziggo, UPC, Telenet). These companies operate very independent from HQ, it is a challenge to get things done without a mandate. I collaborate with country teams to understand / analyse customer feedback, understanding impact of new products/technology, design / implement great (digital) experiences for customers and drive a customer centric culture. I hire consultants to support with analysis, journey… Show more I am responsible for customer experience management for our EU markets (e.g. Virgin Media, Ziggo, UPC, Telenet). These companies operate very independent from HQ, it is a challenge to get things done without a mandate. I collaborate with country teams to understand / analyse customer feedback, understanding impact of new products/technology, design / implement great (digital) experiences for customers and drive a customer centric culture. I hire consultants to support with analysis, journey mapping & (IT) requirements definition.EXAMPLE PROJECT: supported Puerto Rico to define CEX program. With the local team I launched the program in a roadshow with 15 presentations to all (±700) employees from board level to front line. I presented EU customer experience best practices.KEY LEARNINGS: get things done without mandate, understand perception/value of external consultants, quantify value of satisfied customers, use analytics to drive decisions, executive reporting & storytelling. Show less

Utrecht Area, Netherlands

I did strategic consulting projects in the telco industry,focussed on customer experience. Promoted to Managing Consultant after the first year and became responsible for CEX for telco clients. Discovered that I like to translate strategy to tactical (IT, people, process) initiatives. I do not like defining strategy in isolation. Instead I love to collaborate with clients, get to know the people and understand IT / process and define implementable solutions with accepted business case.… Show more I did strategic consulting projects in the telco industry,focussed on customer experience. Promoted to Managing Consultant after the first year and became responsible for CEX for telco clients. Discovered that I like to translate strategy to tactical (IT, people, process) initiatives. I do not like defining strategy in isolation. Instead I love to collaborate with clients, get to know the people and understand IT / process and define implementable solutions with accepted business case. In a survey amongst our 30 team members, I was named as most inspiring person in the team.EXAMPLE PROJECT: Telenor DK operates in a saturated market and wanted to differentiate on customer experience. With my team I was hired to define the service strategy for the board. We crunched customer data to identify pain points and opportunities. We then designed differentiating customer journeys. KEY LEARNINGS: collaborate with clients to embed technology solutions, simplify complex messages in storytelling & presentations, identify and quantify commercial opportunities, translate strategy into (IT, people, process) solutions.NEXT STEP - SEE THE RESULTS After >10 consulting years I wanted to be there for the results: define strategy, solutions and be part of results. I joined Liberty Global as Senior Manager Customer Experience. Show less

Amsterdam Area, Netherlands

Fast track promotion to manager in 6 years. I worked for companies in various industries, mostly in telecom. I like telecom business because the complex IT driven processes. Worked on IT/ process audit/compliance projects. In advisory projects I supported companies to optimise processes. As a manager I was responsible for coaching, evaluating, hiring and training teams.EXAMPLE PROJECT: Running prepaid revenue assurance at Vodafone. Ran initiatives that ensured that all minutes, MB’s are… Show more Fast track promotion to manager in 6 years. I worked for companies in various industries, mostly in telecom. I like telecom business because the complex IT driven processes. Worked on IT/ process audit/compliance projects. In advisory projects I supported companies to optimise processes. As a manager I was responsible for coaching, evaluating, hiring and training teams.EXAMPLE PROJECT: Running prepaid revenue assurance at Vodafone. Ran initiatives that ensured that all minutes, MB’s are invoiced. I found that customers used more data than invoiced. In data and processes I found an error giving free data when customers ran out of prepaid credit. KEY LEARNINGS: coach and build teams, forge relationships with clients, delegate, on time/in budget delivery, problem solving by data analysis, understanding IT driven processesNEXT STEP - BACK TO CONTENT: The focus of my work shifted to managing teams and I started to miss diving into the content. I joined Capgemini Consulting as Senior Management Consultant. Show less

I started working as a student assistant at the university to help with building their website. This consisted of aligning with faculties/departments and coding to populate the website with content.In this role I acted as point of contact for several faculties. As a result of these contacts I was asked to do many more assignments as a student assistent.

Msc, Economics: Business Economics

I have always been interested in IT. During my studies I started to code. For example, in 2002 I built a website where all my friends.

Postgraduate It Audit, It Audit, Information Security, Operational Process

I completed the postgraduate IT Audit degree while working full time at PwC. In this study I learned about IT security, governance.

Vwo

Education record