Thim Olsen Email & Phone Number

Aalborg, Dk

Århus

As a Business Architect at Telenor, I lead system implementation projects and connect technical teams with our commercial side for seamless operations. As part of the management team in the consumer division, I drive simplification strategies and data-driven decisions to boost customer experience and business growth. I bring in new ideas and digital innovations across all areas, from operations to sales, with a personal ambition to transform the traditional telco from the 2000s into a modern, forward-thinking company fit for the 2020s and beyond.System Implementation Leadership:- Lead Product Manager/Owner for the Telenor 4.0 consumer division, overseeing major system implementation projects.- Provide strategic direction to a team of product owners, ensuring alignment with Telenor's objectives.Cross-Functional Collaboration:- Primary liaison between Telenor's technical teams, including enterprise architects, and the commercial side.- Facilitate seamless integration and alignment between technology solutions and business processes.Simplification Strategies:- Drive commercial and operational simplification strategies, identifying opportunities to streamline processes.- Implement initiatives to enhance customer experience and drive business growth.- Integrate artificial intelligence (AI) technologies into processes and systems.Data-Driven Decision Making:- Promote a data-driven culture, using analytics and insights to inform product development, customer experience, marketing strategies, and business decisions.Innovation and Digital Transformation:- Responsible for injecting new ideas and leveraging digital capabilities across operations, data, sales, and product management.

Aalborg, North Jutland, Denmark

Part of Digital Transformation Team

Aalborg, Nordjylland, Danmark

Deliverables:• Accelerate the use of virtual agents and digitization of Customer Experience• Maintain a strategic/tactical outlook on TnDK Operational model for channels• Identify optimization opportunities in collaboration with Telenor's channels on the basis of changes in ‘Service needs’• Drive and develop technical projects from an early concept through the design, development phase.• Build partnerships with external vendors and explore future use-cases• Ensure that IT projects are designed and run within a COPC framework.• Support project managers and managers through major changes in the role of product owner

Aalborg

In my job as Manager at Telenor I was responsible for the Knowledge Framework, RPA Development and process optimization supporting Telenor in assisted channels.Key deliverables: - Govern Knowledge Management processes - Robot Process Automation (RPA) framework development and operation- Govern Minimum Required Skills for roles in Telenor Channels and ensure content availability and accuracy.- Optimize omnichannel business processes for Telenor- COPC Implementation- Data driven Service Journey design based on transaction insigts (Quality Assurance, Transaction data and Customer Surveys)- Team managementDirect reports: 7-8 specialistsKey Achievement: Implemeting JIRA into 60+ people organisation

Aalborg

Key deliverables: - Stream lead and initiator - Simplifying og optimization of Customer Service & Back Office operations (Ticket Transformation)- Knowledge Documentation- Robot Process Automation - COPC standard implementation- Competence mapping for Channels- Continous Improvement on omnichannel processesDirect reports: 7-12 specialists

Aalborg

During a time of great change at Telenor I was asked to take lead of our internal Process Operation Management and replacing the previous team lead. The current team consist of seven highly dedicated Process associates and specialists for Workflows and User privilege administration. Key deliverables:- Customer Service framework design- End2End process optimization- BSS platform IT development- Process development

Aalborg

My occupation was to set up and lead the development of way of work for documentation for Telenor internal way of work, towards new BSS launch four months later. The task included designing the Knowledge framework, implementing a timeplan as well as helping current process associates slot into the new way of work.My job also included to include key personel from different departments to ensure quality and have them help in the documentation process.During this period we designed the overall frame work for operation in the new BSS in terms of Knowledge documentation, Roles & Responsibilities and Workflow implementation. This frame work still serves as the core for basic CRM operation for all Telenor system users.

Copenhagen Area, Denmark

Telenor is replacing the current BSS stack and my role was to support Knowledge Documentation, supporting Telenor business owners in designing issues including business architects for Customer service.

Aalborg

In my job as a process consultant I worked as a procedural link between the customer service and the rest of the Telenor organization.My job included optimization and distribution of knowledge among Telenors customer service agents. I also participated in projects regarding launch of new products and campaigns.

Aalborg

- Key Account Service (1 year)- B2B Support & Service (1 year)- B2C Support (1 year)

Aalborg

Handling of service for periods, including responsibility for product ordering, daily operations and responsibilities of several employees.

Aalborg

Private support on TDC Broadband, ISDN, PSTN mobile broadband and upsell of TDC products. Focus on the technical solutions and a good customer experience.

Nykredit Erhverv, Aalborg

As part of the financial economist training I have undergone a three month internship at Nykredit Commercial for preparation of the thesis.Prepared thesis in collaboration with Nykredit Commercial about the risks of refinancing the short-interest loans.Grade: A +

Master'S Degree, Mdo - Master In Data-Driven Organizational Development

Hdo, Business, Management, Marketing, And Related Support Services, Graduate Diploma In Business Administration (Organization)

Activities and Societies: Specialized on Marketing Management

Professionsbachelor, Hd - Part I, Business, Economics

Thesis: Risk assesment on SDO market Grade: A+ / 12

Folkeskolelærer, Teaching

Education record