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

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.

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

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

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.