Mirko Werner Email & Phone Number

Germany

Frankfurt/Rhein-Main

- Product Owner in Agile Release Train "Customer Interaction", working in SAFe methodology- Working with my agile team (15 members) to push digitization and automation in Lufthansa Group's Customer Service for four airlines- The team's responsibilities are, among others: API development, complex transactional use cases, conversation design, frontend development, NLP/NLU design, deployments and integration into service center solutions.

Digital Ground Services:- Set up the cooperation with Google and FlightStats for a consistent and real-time customer facing flight information.Chat Assistant:- Developing Customer Service Chatbot in agile development setup - building the first chatbot worldwide to enable self-service rebookings- Enabling rollout across the three premium airlines Lufthansa, SWISS and Austrian - Bringing user numbers from low hundreds per month to ten thousands per day

Frankfurt/Rhein-Main

Analysing business potentials, steering sales force and negotiating contracts.Managing cross-functional Sales & Revenue Management initiatives in the environment of diverging interests of involved departments. Development and implementation of Lufthansa Cargo’s global long-term contract portfolio and entailed sales and IT processes.Applying Lean consulting methods in sales and interface projects with the focus on streamlining internal processes and achieving efficiency gains.Projects managed in parallel to Lufthansa Cargo position:o Lufthansa Airlines – Digital Customer Service: Implemented IBM’s artificial intelligence search tool Watson at Lufthansa’s Customer Service Center. o Lufthansa Group - Innovation Accelerator Program: Developed a proof of concept for a digital human resource platform enabling an algorithm based matching of skills and projects.