Responsible for digital product development in the customer journey after you made your booking until you go to the airport. Making sure customers are well prepared, can customize their trip (with ancillaries such as seating, lounge, WiFi, bags) to their specific needs and that in case of recovery, the right digital solutions are offered to service and guide customers. Scope includes both Airfrance / KLM website, mobile apps, email and APIs for all B2C propositions (10 product teams)

Responsible for all website digital product development in the customer journey after you made your booking until you go to the airport for both KLM and Airfrance. This includes service propositions like (automated) check in, log in, contact details and travel documents check, refunds and commercial propositions to customize your trip like seat options, extra bags, WiFi, lounge access and more. Team size consists of two development teams.

We service our customers 24/7 on multiple channels such as WhatsApp, Facebook Messenger, Twitter and WeChat. The team is responsible for designing and implementing new services and functionalities on these channels (automation through bots, voice, etc) to improve servicing for our for KLM and AirFrance customers.

Responsible for the pre-cart website with a focus on sales and cross-sell by optimizing conversion rate and upsell. Team size consisted of two development teams.

Responsible for analyzing customer problems and sales opportunities in the pre-cart and shipping and deliveries customer journey. Customer specialist as counterpart of the product owner. Daily work consisted of qualitative (i.e benchmarking, surveys, usability tests) and quantitative (data analysis, pretotypes, multivariate AB tests) research, creating new features together with UX designers and implementing these new products in collaboration with development. Responsible for improving the customer journey of the pre-cart website (homepage, filter pages, search and the product page). Helping customers find the right product (conversion and upsell).Next to pre-cart scope, shipping & deliveries scope for 6 months as interim. Main achievement was the roll-out of time-slot delivery, where customers can be in charge of their delivery moment in the checkout.

Responsible for conversion and organic traffic optimization on the website.

Project manager within the Global IT organization where I was working on the project of creating the Model IT Organization. Goal was designing the 2020 vision for Heinekens global versus local IT set-up.

In order for the Global IT organization to be able to adapt to an ever faster changing world, digital capabilities were introduced. As part of my Master in Organisational Psychology I was involved in:1. Bringing IT and business closer by aligning the digital strategy to the commerce digital strategy through the development of digital capabilities and competencies; 2. Revision of the functional competencies for IT;3. Agile transformation project within IT

Intern as part of my Master in Business Administration. Main projects was the global roll-out of 'smart' fridges in the on and off-trade. In addition wrote my master thesis on cross-functional collaboration for IT-enabled business innovation. How to improve product development by overcoming silos.

Two research studies:1. Quantitative research on adaption and innovation during a change process in a governmental organization. This research looked at the influence of problem-­solving preferences on the willingness to change.2. Qualitative research on quality improvements in education.

I have been part of the communication work group (communication strategy) for the Central Organisation for Integrity (COID) at the Ministry of Defense where I have performed a qualitative research on integrity communication.