Jan Van Winsen Email & Phone Number

Amstelveen, North Holland, Netherlands

Amstelveen, North Holland, Netherlands

Making sure we offer our customers an unforgettable experience from the moment of orientation and booking to the moment the customer looks back on their journey with KLM. Identifying gaps in the customer journey and designing both small and larger solutions for customers and KLM staff to improve the overall customer experience.Managing and coordinating execution of projects to improve airport and baggage products and services for our customers, and creating the right policies for these products and services.Setting organization-wide priorities and project portfolio on airport and baggage to improve the customer experience, creating an end-to-end overview of the performance throughout the customer journey and have close interaction between design and execution of products, services and projects providing an optimal experience. Creating a more customer-focused KLM organization by making employees from all departments more aware on how to act more customer centric. Monitoring and analyzing market developments in the airline industry, identify opportunities and translate into relevant actions for KLM to improve the customer experience.

Amsterdam Area, Netherlands

Leading a team of project managers and process coordinators to develop and innovate the KLM Baggage Services processes with a focus on efficiency and effectivity. Key result areas assessed were quality in baggage handling of KLM and partner airline passengers, unit cost of baggage handling and productivity of the processes and employees. Requirements for these processes and improvements were based on improving the overall KLM Ground Services performance and the desired customer experience. Optimizing the performance and personal development of the project managers and process coordinators of the team.Aligning and negotiating with Amsterdam Airport Schiphol about improvements and solutions needed to innovate on baggage processes and the employee working conditions involved.

Amstelveen

Responsible for the creation of the (seasonal) timetable of KLM's schedules at Central and South America at the Schedule and Capacity planning department. This department (30 FTE in total, 20 FTE academic specialists) is responsible for the creation of KLM's timetable and the translation of this timetable into the demand for various resources (e.g. runway capacity, gates, cockpit crew, cabin crew, fleet, maintenance slots). The latter in order to make sure that the commercially desired schedule can be actually flown and no resources are spilled.

Netherlands

Responsible for the creation of the (seasonal) timetable of KLM's European fleet at the Schedule and Capacity planning department. This department (30 FTE in total, 20 FTE academic specialists) is responsible for the creation of KLM's timetable and the translation of this timetable into the demand for various resources (e.g. runway capacity, gates, cockpit crew, cabin crew, fleet, maintenance slots). The latter in order to make sure that the commercially desired schedule can be actually flown and no resources are spilled.

Netherlands

Starting and executing projects to improve and innovate on operational processes related to KLM crew and operations control, using IT solutions and change management.Activities included, among others:- Acting as a ‘bridge’ between business needs and IT solutions, thus being able to act as translator between different stakeholders. - Composing business cases to justify needed investments for business/process improvements.- Starting up and managing projects to implement process and system improvements.- Translate needs and wishes of (business) stakeholders involved into requirements and design process/system solutions based on that.- Analyzing business processes and business needs/wishes in different organizational areas.- Identifying improvements and opportunities in various business processes with an eye for all stakeholders involved.- Supporting the development and implementation of innovations, both IT and business change related.

Netherlands

Executing various projects in the banking industry focusing on improving payment processes for banks and their corporate customers.Activities included, amongst others:- Analyzing business processes and capturing processes, descriptions and details in digital tooling. - Providing both high level overview and details on processes and systems, and giving advice on improvements.- Coordinating and executing improvements and changes on both processes and IT systems for internal business units and external customers.- Executing and supporting IT implementations, e.g by on site testing and training of employees working at external customers.

Migration of Corporate Clients using legacy payments application to a new Online Payments application. Responsible for whole track, including activities from first client contact until training the end users of the application.

Master (MSc.) thesis work for university study ‘Business Informatics’, subject: Research on the possibilities of software renovation of COBOL legacy systems.

Msc, Business Informatics

Ing, Information Science & Information Technology