Iwan Banens Email & Phone Number

The Hague, Zh, Nl

Rotterdam, South Holland, Netherlands

Freelance project manager to improve the current website vfpf.nl for all the various users groups. Focus on improving the user experience, navigation, search and Google SEO. Improving the information architecture by using various customer research methods like card sort, tree test and 1-on-1 interviews. And also determining a future vision for the various portals of VfPf.

Rotterdam, South Holland, Netherlands

Freelance project manager with a projectteam to speed up and intensify the adoption of vitality-services in the primary education sector in the Netherlands. This includes strategic, marketing, communication, operational and IT-aspects (building a new portal and scan-application)

Rotterdam, South Holland, Netherlands

Freelance project manager at VfPf in Rotterdam. Introduced a new Business Process Mngt application for dynamic case management based on Blueriq-technology, to improve the re-integration process of former employees. Introduced & changed the collaboration portals for internal employees and customers (all primary schools in NL). Overall project responsibility with a project team of around 12 people and reporting to the Director of Customers. Delivered this project within budget and scope.

Rotterdam, South Holland, Netherlands

Freelance project manager at VfPf in Rotterdam. Managing the migration of the core financial processes and data related to invoicing from an old to a new application. Also taking care of the migration of business customers from the old webportal to the new one (Mijn Pf). Overall project responsibility with a team of around 10 members and reporting to the Director of Customers. Completed this project within scope (migrated 95.000 records,worth almost 2 billion euros), within budget (19% saved) and in time!

The Hague, South Holland, Netherlands

Freelance specialist for my own company JOMAGI Consulting. Working on the intersection of business - innovation - technology in various roles, such as interim manager, program/project manager, digital transition manager, head of product, product manager/owner

Netherlands

Expert member of the working group AI, Conversational: the next level of Intelligent Customer Interaction as part of the Shopping Tomorrow program 2022. Results will be presented at the Shopping Today conference in October 2022 and later also via the Shopping Tomorrow website as bluepapers. See the link below for more information on the hosts and other expert in this group

The Hague, South Holland, Netherlands

Responsible as a Sr. Product Owner for 2 teams, the CRM-team (Salesforce, SF Marketing Cloud, Co-browsing, Pardot, etc) and the Omnichannel Contact Center (AWS Connect, WFM, Voice recording) software team. Core tasks: stakeholder management, defining vision & strategy, roadmap management, backlog grooming and team management.

The Hague Area, Netherlands

Change management role at AEGON for helping realizing the digital transition of the organisation. Focus primarily on the service-related processes initially.

Netherlands

Expert member of the working group AI, Voice and Intelligent Customer Interaction as part of the Shopping Tomorrow program 2021. Results will be shared via the bluepaper on the ShoppingTomorrow website

Netherlands

Expert member of the working group Innovation for Brands as part of the Shopping Tomorrow program 2020. Results will be presented at the Shopping Talk conference in December 2020 and later also via the Shopping Tomorrow website as bluepapers. See the link below for more information on the hosts and other expert in this group

Netherlands

Expert member of the working group Customer Engagements & Fygital (fysical meets digital) as part of the Shopping Tomorrow program 2019-2020. Results can be download via the link below

The Hague Area, Netherlands

Expert member of the working group Conversational Commerce (chatbots, voicebots, etc) as part of the Shopping Tomorrow programme 2018-2019. Delivered the results in a whitepaper that can be downloaded on the link below.

Netherlands

Expert member of the working group Customer Experience Management as part of the Shopping Tomorrow programme 2017-2018. Delivered the results in a whitepaper that can be downloaded on the link below.

The Hague Area, Netherlands

At ANWB Retail managing the Customer Experience & Service Innovation team. This team of ~25 people is responsible for online self-service (My ANWB, virtual assistant, service community), the online communities and development of mobile services (for tablet, mobile site and apps). Also responsible for Customer/User Experience and Design of ANWB, including the in-house user test lab.In addition, managing the Omnichannel innovation roadmap between various channels of ANWB (Online, Mobile, Call and Stores).Since March 2017 also head of Product Owner for online platform development, which included several key applications such as the web-CMS, car-related applications, route planner and online traffic information.

The Hague Area, Netherlands

Responsible for development of the mobile website of ANWB ( http://m.anwb.nl ). Managing the internal stakeholders, the external UX developers and the inhouse software development team. Setting out the strategy, roadmap and prioritizing epics & user stories with the scrum team.The dedicated mobile site is phased out and replaced by a responsive anwb.nl website and applications in Q1-2017. Therefore, this Product Owner role and team stopped.

The Hague Area, Netherlands

For ANWB Retail responsible for defining and realising the Multichannel Strategy. Doing so via several projects such as Click & Collect, Clicks-in-Bricks (webordering from stores) and integration online/call center.In addition, managing the E-Service team within Online. This team is responsible for online/mobile self-service (My ANWB, virtual assistant, FAQs), the online communities and development of mobile services for ANWB (tablet, mobile site and apps). Als responsible for User Experience (interaction design and visual design) team of ANWB.

The Hague Area, Netherlands

Interim responsible for the E-Service team, which consists of 7 people, at ANWB Online. As such responsible for managing the self-service parts of the website (MijnANWB, virtual assistant) and the online community. In addition, managing the User Experience team anwb.nl site/apps. Also responsible for the mobile/multi-device strategy for ANWB, which covers app, mobile website and optimization of anwb.nl for tablet devices

The Hague Area, Netherlands

As Programme Manager responsible for a number of projects to help realise the channel shift from physical shops and call centre to the internet channel of ANWB. This shift impacts upon processes, systems, governance and organisation/functions within ANWB especially in the areas travel, insurance, self-services and click & collect of physical goods.

The Hague Area, Netherlands

Created a new team for the ANWB Webshop Call Center. This team supported the introduction of the new ANWB Webshop that went live in the same period. Created a new team and solved many internal and external customer process issue, handed over management of the team to the line organisation per 1st of January 2013, when everything was in place.

In the role of "expert"​ attached to the "Experience Management"​ group of ShoppingTomorrow. Shopping Tomorrow aims to solve tomorrow's retail shopping challenges. The Customer Experience Management Expert Group consists of a number of retail experts and focusses on the overall experience customers need to be convinced to become or stay a loyal shopper.

Responsible for the internet and mobile channels of ANWB (anwb.nl, anwb.mobi and mobile apps). Managing a team of around 35 professionals in websales, webmarketing, analytics, webediting, SEA/SEO, etc.

Responsible for the portals of www.anwb.nl that are related to mobility. Those portals are the ANWB Routeplanner, Autoportal, Traffic portal and the mobile internet & SMS services.Part of the Management Team of ANWB Online, department that manages sites such as www.anwb.nl

Implementing Siebel CRM within ANWB Online department. This also included the introduction of a new webshop for anwb.nl. Working as liaison between the CRM project organisation and ANWB Online. Responsible for realising the business benefits

Part time advisor to the Haga Board as member of the Client Advisory Board. Main perspective is how to increase Haga's patient satisfaction.

Responsible for the Sales, Marketing, Promotion, Back Office and Logistic activities at the Books Publishing unit of ANWB Media. Published titles of ANWB Media are aimed at recreation, holiday, mobility and transportation. Products are a in various forms such as print but also on-line/electronic. Titles are sold via the fully-owned ANWB-outlets, public bookstores in Netherlands, Belgium and some other countries, specialty stores for camping, cycling, etc. and via the Internet.

Responsible for managing the Xantic portfolio of satellite communication and email services. With a team of approximately 10 people I was responsible for revenues of US$ 180M in 2004. Was managing the entire marketing mix:-product introductions & phase outs-pricing strategy-product promotion activities-channel management & channel development

Responsible for introducing new products & services to the market for Xantic. Was managing a group of 12 Innovation Managers and Project Managers, who were running over 20 projects simultaneously. Developed an Innovation proces to structure the product development proces from gathering new ideas, doing a first selection, writing business cases and introducing new services after management approval. New services introduced include AMOS Connect, Inmarsat Fleet, ChatCard and Weblink for example.

Was managing two main projects during this period:-Commercial introduction of Inmarsat GAN (Global Area Network) for Xantic. This service is now doing over US$ 25M in revenues in 2004-Joint Venture with Telstra Global Satellite. In this project I was responsible for the integration project in the Operations department

Responsible for negotiating interconnect prices with suppliers like KPN. Establishing and monitoring Service Level Agreements (SLA's) with key external suppliers. Formalizing internal SLA's between departments. I continued doing this job for 1½ years while I was Senior Project Manager at Station 12 as well

Responsible for managing a group of 35 staff that was:-planning the 2Mbps and higher capacity within the Rotterdam and Breda region of the Netherlands-negotiating infrastructure projects with local and regional governments to minimize the impact on KPN's underground cables-working with road construction companies to reduce broken KPN cables due to digging worksDuring this period I managed a restructuring of the department in which the locations Breda and Rotterdam was merged and located in Rotterdam. At the same time, the number of staff was reduced with some 15%

Managing a group of 20 service engineer and network planners for leased lines in the Breda and Zeeland region of the Netherlands. With this group I was servicing large business customers on their leased line circuits (up to 2 Mbps at that time).

Breda, North Brabant, Netherlands

Emerce Business Course, Online Strategy, Innovation & Disruption

Education record

Activities and Societies: Permanent Education program of Thuiswinkel.org the national dutch e-commerce.

Post-Hbo Crm, Crm

Diploma In Ship Management, Chartering, Ship Brokering, Ship Management

Activities and Societies: Completed the exam of this distant learning course with 'distinction'

Value Based Pricing, Strategic Price Management

Mbt - Master Of Business Telecommunications, Telecommunications & Marketing

Activities and Societies: Completed this course with the highest possible score: A

Nima-B, Marketing

Industrial Engineering & Management Science (Technische Bedrijfskunde), Marketing, Logistics Management, Organisational Behaviour, Etc

Activities and Societies: Gruadated 'cum laude' at this university. Did a marketing research study in Pakistan for Gemco as graduation.

Atheneum-Beta, Dutch, English, German, Maths, Physics, Chemistry, Biology, Economics

Activities and Societies: Completed with an average grade of 8.5 (out of 10)