Peter Pfohl Email & Phone Number

Zurich, Switzerland

- Leading global project to implement Pay Transparency at Swiss Re- Driving key people topics including capability building, location strategy and people demand planning.- Led our central 'Underwriting Excellence' capability building programme for Reinsurance, shaping the success for over 2400 underwriters globally (2021-2023).

Zürich Area, Switzerland

Driving the customer focus agenda across Swiss Re's reinsurance business and leading key people programmes.Key achievements include:• Leading our central capability building programme for Reinsurance, shaping the success profiles for 1800 underwriters globally• Implemented Customer Experience framework. Drives continuous improvements and directs teams during implementation of self-service portal pages and innovative customer solutions• Managed ‘Virtual Presence of HR’ program to assess efficiency and effectiveness of central HR self-service tools, informing cross functional teams about improvement opportunities

Zurich

Global implementation of Net Promoter System (NPS) across Zurich’s General Insurance multi-national portfolio. Actively drove business transformation and cultural change in both retail and commercial markets, supporting insurer to become a customer centric organisation.Key achievements include:• Managed global roll-out of TNPS (transactional NPS) program across over 20 international retail and global corporate markets and oversaw annual RNPS (relationship NPS) study• Implemented central reporting capabilities with key customer metrics to monitor client feedback and to identify improvement and innovation opportunities; ensured business units implement appropriate governance structure to drive the customer focus agenda• Drove strategic work streams such as 'Service Expectations', together with the global Claims function, shaping the target operating model of the business

Zurich

Program management of internal & external business applications for over 90 business units in 24 countries. Head of Customer Quality Program. Executive member of IT Steering committee. Led team of 4 senior analysts.Key achievements include:• Developed & rolled-out electronic client feedback management tool globally, enabling rapid response capabilities and enhancing customer intelligence; led team of 4 senior analysts to ensure smooth implementation of the central program• Assisted Mövenpick’s brand identity re-launch delivering premium services with a ‘personal touch’, advancing market diversification and brand recognition• Integrated next generation CRM and distribution system into group’s standard product portfolio improving operational efficiency and enabling cross-sell opportunities• Project lead to deliver an innovative and user friendly online kiosk solution allowing business travellers to check-in remotely and conveniently settle their bill online

Watford, United Kingdom

Program and change management of Hilton’s Front Office and Customer & Distribution applications within the ‘IT & Commercial Development’ department for over 370 businesses worldwide.Key achievements include:• Managed implementation of key strategic projects, including dynamic currency conversion, electronic billing, email reservation confirmations, improving customer services, and business processes• Assisted and managed implementation of several Customer Relationship Management initiatives also related to Hilton’s renowned ‘HHonors’ Loyalty program, to improve client recognition and guest satisfaction• Developed and managed integration requirements of next generation software suite to comply with the respective legal & fiscal and PCI requirements worldwide

Technical & Commercial business support for over 80 properties within Europe, Africa and Scandinavia including roll out of new global commissions payment system. Led and developed 5 senior program engineers and trainers.Key achievements include:• Prepared and rolled out new global commissions payment system enabling central processing capabilities• Technical lead in multimillion ‘Euro-Conversion’ project. This involved revenue management systems and customer relationship management programs for over 45 international properties, effectively eliminating costs of vendors and other third-party resources• System Alignment and integration of 14 worldwide affiliated properties in line with Hilton International standards

Training, Installations and Customer Services for Major Accounts in the EAME Region (Europe, Africa and Middle-East)Development and launch of next generation Product line

Rotation throughout entire Hotel

Swp Certified, Strategic Workforce Planning (Swp)

defining and deploying mission-critical talent needed to align an organization strategically with future goals and objectives

Cas (Certificate Of Advanced Studies), Digital Insurance

Medallia® Cem Certified, Net Promoter Score

Executive Program, Consumer Marketing Strategy

Franklin Covey Executive Leadership Program

Diploma In Hotel Management & Business Administration

High School Diploma