Daniela Reith-Customer Experience Manager
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Experience
Analyst & Stakeholder Manager
IT Service Provider in the Banking Sector
Initial situation: The existing Active Directory is to be deactivated to consolidate the system landscape. The goal is the structured rebuild of a streamlined, future-proof Active Directory.
Tasks:
Identify owners and IDs of the different components
Stakeholder management
Facilitation & impediment management
Customer benefit: Creation of a current, secure, and compliant Active Directory structure as the basis for efficient user and rights management in the future IT landscape.
Consultant for Service Processes and Customer Experience
Financial Services Provider
Initial situation: Due to a change of an external service provider, the client needs to reassign tasks. This offers the chance to optimize existing customer service processes and automate selectively.
Tasks:
Identify and document existing service processes in BPMN 2.0 and assess automation potential
Analyze and evaluate the customer journey
Identify pain points and optimization opportunities in customer service
Prepare and facilitate workshops with business units
Draft recommendations for action, management briefings, and decision documents for executive management and social partners
Customer benefit: More efficient and faster processes, targeted resource savings through automation, cost reductions, and increased end-customer satisfaction through optimized service processes.
Digital Experience Consultant
BPO Provider
Initial situation: A BPO provider with more than 80,000 employees worldwide wants to evaluate the scope of introducing a company-owned metaverse and how it could optimize recruiting, onboarding, training, team building, and employee retention.
Tasks:
Market analysis of metaverse technologies in the context of employee experience
Development of use cases for recruiting, onboarding, training, team building, and employee retention
Determination of potential investment volumes
Preparation of decision papers for the steering committee
Preparation & facilitation of project meetings and workshops with business departments
Customer benefit: Structured overview of market potential, relevant providers, and technologies in the metaverse focused on employee experience, including clear use cases and decision-making materials for further investments.
Digital Service Landscape Consultant
Consumer Goods Corporation
Initial situation: The client has a heterogeneous digital service channel landscape worldwide with a variety of systems, functions, and operators. They need a unified, scalable solution to increase efficiency, improve quality, and reduce costs in international customer service.
Tasks:
Analyze the existing digital service channel landscape in over 15 countries and 37 brands, considering the tools, functions, and areas of use
Assess technological gaps and overlaps in the digital customer journey
Collect technical and business requirements with international departments
Develop a strategic recommendation for consolidating onto a global chatbot platform
Customer benefit: Decision basis for standardizing support processes, lowering operating costs, increasing customer satisfaction, and avoiding technological redundancies.
Strategy Consultant & Design Thinking Facilitator
BPO Provider
Initial situation: Due to a dynamic competitive environment, the client wants to identify an additional business area while considering existing resources and develop a business model for it.
Tasks:
Design, facilitate, and prepare Design Thinking workshops
Develop a Business Model Canvas
Draft a decision paper for the client
Customer benefit: Structured foundation to build a new business area, use resources optimally, and strengthen the competitive position.
Project Manager & Customer Experience Architect
Telecommunications group
Initial situation: The business field for home and new-build connections was solely rooted in the technical department. There was neither an online presence nor digital and efficient service processes. Moving it into customer service required building all structures from scratch.
Tasks:
Designing and implementing the customer journey for home and new-build connections
Setting up customer-focused and digitalized online service processes, including continuous process optimization and KPIs
Introducing a new end-customer pricing structure
Planning and executing team and service provider setup
Close coordination with management and employee representatives
Customer benefit: Establishment of a future-oriented business area focusing on efficiency, sustainability, and customer satisfaction.
Project Manager Service Organization & Customer Journey Designer
Telecommunications group
Initial situation: At the start of the fiber rollout, there was no end-to-end service organization to handle customer inquiries and orders in a structured way, while integrating internal interfaces and external service providers.
Tasks:
Designing the process organization and end-to-end customer journey
Developing business processes with internal and external service providers
Shaping the digital online presence from the customer's perspective
Customer benefit: Building an efficient, customer-centric, and scalable service organization for the fiber business.
Customer Experience Consultant and Service Process Analyst
Internet Service Provider
Initial situation: The troubleshooting process at an internet service provider was causing repeated customer complaints and high operating costs due to long resolution times and frequent errors.
Tasks:
Analyzing the customer journey in the troubleshooting process
Identifying pain points and interface issues
Evaluating control tools and measured KPIs
Developing a prioritized action plan to improve the customer experience
Customer benefit: A comprehensive organizational and process optimization that speeds up the process, reduces errors, and therefore lowers customer complaints and follow-up costs.
Customer Experience Consultant and Service Process Analyst
Betting provider
Initial situation: The French betting market is opening up to international providers. The client, previously a monopoly, faced competitive pressure and wanted to optimize their processes and service experience.
Tasks:
Documenting and analyzing existing service processes
Identifying potential improvements for the customer experience
Developing concrete recommendations for process optimization
Presenting the results to management and specialist departments
Customer benefit: More efficient operations, higher service quality, and improved customer experiences to strengthen competitiveness in the international market.
Customer Service Quality Audit Consultant
BPO provider
Initial situation: The client, a BPO provider with around 490,000 employees worldwide, wanted to become certified under the French NF Service 345 standard to demonstrably secure and expand their service quality.
Tasks:
Planning and conducting quality audits at all French locations
Evaluating existing processes and documentation from the customer perspective
Supporting the departments in implementing the requirements
Guiding the process through to successful NF Service 345 certification
Customer benefit: Successful NF Service 345 certification and sustainable establishment of standardized quality processes in customer service.
Sales Strategy Consultant & Analyst
Pharmaceutical Company
Initial situation: The client needs a recommendation for realigning its sales organization in its French subsidiary.
Tasks:
Conducting an internal and external situation analysis
Evaluating sales territory planning, customer segmentation, and target group definition
Analyzing recruitment, training, and compensation
Consolidating the results and deriving strategic recommendations
Client benefit: Economically optimized resource use by customer segment and revenue.
Project Manager
Telecommunications
- Implementation of an optimized receivables process.
Project Manager
Telecommunications
- Introduction of customer-focused & cost-efficient billing processes.
Project Manager
Telecommunications
- Planning & management of billing projects (e.g., introduction of the euro).
Team Leader
Telecommunications
- Managing workforce planning and coaching.
Call Center Agent
Telecommunications
- Handling commercial customer inquiries.
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Telecommunication, Banking and Finance, Professional Services, Information Technology, Retail, and Pharmaceutical.
Business Area Experience
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Experienced in Project Management, Customer Service, Accounting, Operations, Information Technology, and Human Resources.
Summary
With over 20 years of international experience in project and process management, Daniela Reith supports organizations in developing customer-centric services, digital touchpoints, and viable communication and implementation concepts.
Her focus is on the structured analysis of requirements, the design of audience-appropriate content, and alignment between business units, IT, communications, and management. She combines customer experience methodology, design thinking, and pragmatic project management.
She has particular strength in facilitating complex stakeholder processes, preparing decision-making materials, and developing digital service and communication formats.
She uses AI-powered tools to assist with structuring, analysis, and efficient content creation.
Skills
- Customer Experience
- Stakeholder Communication
- Digital Services & Touchpoints
- Conceptual Strength
- Stakeholder & Communication Management
- Project Management
- Design Thinking & Innovation Workshops
- Customer Journey & Service Thinking
- Analytical And Conceptual Thinking
- Audience-oriented Presentation
Languages
Education
Master of Business Management, MBA · Business Management
Certifications & licenses
Certified CX Master
CX Academy
Certified Design Thinking Master
XDi
Certified Scrum Master
Scrum Alliance
Statistics
Experience
Expertise
Qualifications
Profile
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