work

 
 
 
Inspired and assisted the employees to develop the customer lifecycle overview map, customer journey maps, and vision about customer experience in order to optimize the company proposition and digital channels. Updated the personas, and validated all assumptions with available data. Trained in usability and persuasion techniques.   Core activities: Persona building, customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions, project and stakeholder management.

Lead consultant customer experience @ Robeco

Inspired and assisted the employees to develop the customer lifecycle overview map, customer journey maps, and vision about customer experience in order to optimize the company proposition and digital channels. Updated the personas, and validated all assumptions with available data. Trained in usability and persuasion techniques.

Core activities: Persona building, customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions, project and stakeholder management. 


 
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Lead consultant customer experience @ Tribe Company

Inspired and assisted the employees to develop the customer lifecycle overview map, customer journey maps, and vision about customer experience in order to optimize the company proposition and digital channels.

Core activities: customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions. Stakeholder and project management. 


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Lead consultant customer experience @ Vesteda

Inspiring, training, and facilitating team of experts in creation of personas, customer lifecycleoverview maps, customer journey maps as critical input for the newly developed digitalstrategy. Building an in-house continuous optimization capability and process.

Core activities: persona building, customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions. Stakeholder and project management.


 
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Product owner sales funnel optimization @ Essent/Innogy

Contributed to the optimization of the online sales funnel. Closely collaborated with sales, partners, and online teams to define the roadmap for proper implementation of a sophisticated chatbot, both on owned and partner websites. Stakeholder and projectmanagement activities covered a large part of the daily work.

Core activities: product ownership, defining and prioritizing requirements, digital customer experience analysis and advice, A/B testing, stakeholder, team & project management. 


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Optimization team lead @ Philips

Contributed to the optimization of the digital experience of business groups and markets through UX advice, research and testing with a team of 6, consisting of conversion optimization experts, analysts, and front end developers. 

Core activities: digital customer experience analysis and advice, A/B testing, user testing, stakeholder, team & project management. 


Trend watching, FinTech inspiration sessions, investment pitches @ Rabobank

To assist the board and managers in making strategic decisions on enhancement of the business model in short and long term, in line with the changing requirements of the customers and the latest technological advancements. 

Core activities: trend watching, organization and facilitation of inspirational workshops and brainstorm sessions, trend report for internal use. 


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Customer Experience Journey Mapping @ Virgin Media Ireland (formerly known as UPC Ireland).

Mapped the existing customer onboarding journey, and designed the ideal journey with insights gathered through mystery shopping and customer interviews with our team consisting of customer experience consultants and creatives. Contributed to the adoption of a more consumer centric mindset within the organisation.

Core activities: Persona building, customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions, mystery shopping, customer interviews, project and stakeholder management. 


International market research and strategic advice @ a leading innovative media company - confidential.

Strategic advice for a leading Media Company on Addressable TV, Interactive TV, Audience Measurement in Connected TV Landscape. No further details available due to confidentiality of the project.

Core activities: in depth market research, strategic advice on market entry, organizational structure, positioning, alliances. 


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Multiple Customer Life Cycle and Journey Mapping Projects @ Nuon

Multiple customer life cycle and customer journey mapping projects executed for Nuon to gather insights on current and future customer needs for the purpose of enhancing customer experience. Adviced solutions for the identified challenges and gave suggestions on products and services to be offered to identified customer segments.

Core activities: Persona building, customer journey mapping, organization and facilitation of inspirational workshops and brainstorm sessions, mystery shopping, customer interviews, project and stakeholder management. 


 

Corporate identity, video productions for promotion and storytelling purposes, product and service concept development @ socionova

Corporate identity, digital customer experience, video productions for various small and medium size organizations. Self initiated product and service concept design project in collaboration with various organizations, including Koninklijke Bibliotheek and Wim Brands. 

Core activities: Digital customer experience design, product and service design, stakeholder, team, and project management.