Norbert Steinhauser-Customer Journey Lead and Product Owner
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Experience
Customer Journey Lead and Product Owner
Deutsche Glasfaser
Led the customer journey for all products to implement them in target systems (Salesforce, Mulesoft, and ServiceNow)
Served as Product Owner for integrations, process mapping, and data protection on TMF standard APIs
Built the end-to-end customer journey in close collaboration with the respective business units, adhering to the out-of-the-box philosophy
Mapped legacy and technical migration portfolios
Chief Product Officer
AAACHT AG
Built product management and developed consulting products for an AI consultancy
Launched the product at a hybrid event with over 150 attendees
Fiber Optic Provider
Conducted an IT gap analysis and built an IT target architecture with NIS-2 requirements in mind
Product Management Coach and Product Manager
Kardex GmbH
Introduced agile product management as a Change Manager, providing professional coaching, training, and mentoring for the Kardex product management team
Served as Product Manager for a cloud-based customer support and IIoT platform with AI features, and launched a new Android-based intralogistics workstation solution
Adapted the IT architecture and interfaces between Salesforce, the technical order system, and SAP
Developed an IIoT cybersecurity strategy and portfolio
Project and Product Manager
Plusnet GmbH
Product Manager responsible for portfolio mapping for B2C and the White Label Plus (WLP+) platform, enabling municipal utilities to offer fiber-based connections via the active network provided by Plusnet
Created the business case and product definition based on competitive analysis and product-market fit
Developed the customer journey, including personas and jobs-to-be-done, and set up go-to-market activities (marketing, online, and door-to-door sales)
Mapped end-to-end processes from customer acquisition to provisioning, changes (MACDs), billing, and financial processes
Built the IT architecture required for both B2C and WLP, clarified and adjusted interfaces between WLP+, Salesforce, SAP, and other telco systems (ACS, Radius), including interfaces with municipal utilities
Head of Product Management/Marketing IIoT and Connected Vehicles
aicas GmbH
Interim manager in the role of Chief Product Owner and Chief Marketing Officer for IIoT and connected vehicles software Developed the Salesforce/Android in-vehicle and cloud-based data platform for Stellantis to enable new business areas (e.g. real-time insurance offers in the vehicle) (ECU based) Defined platform requirements for Volkswagen US to provide vehicle data to data users (banks, insurers, etc.) for customer-specific offers Repositioned products and introduced new products including IIoT and cloud architectures Full product and budget responsibility Drove culture change toward agile management and experimental product development Improved business processes (BPMN) and development processes using Jira/Confluence Partnered with cloud providers (AWS, Google, Red Hat), 5G MEC network operators (Verizon, Vodafone, Telekom, Bell Canada), automotive (Stellantis, VW, Ford, GM and suppliers)
Multi Project Manager Post Merger Integration
Enreach B.V.
Multi-project management for top-line strategy and synergy projects, as well as new product launches Planned and executed projects in close cooperation with C-level and international stakeholders Change management and introduction of new products and processes, including mapping an end-to-end customer journey and improving the user experience, with necessary IT and architecture adjustments Milestone planning and reporting to shareholders Stakeholder and risk management for over 5 projects with a total EBITDA impact of more than €30 million
Product Manager SD-WAN Implementation
Liberty Global
Business owner for product launch (over 100 project members, over 10 external vendors, and a project budget of over €20 million) in a SAFe-based agile project in Salesforce using Jira and Confluence Responsible for both agile and traditional project aspects across network, IT systems, customer and internal portals, interfaces and IT architecture, security, and operational processes (BPMN), including customer journey and user experience Implemented high availability, IT security review, risk and compliance coordination and management at board level Vendor selection, management, and contract negotiations
Product Manager / Product Owner Cloud-based VoIP Service
Unitymedia
Product manager responsible for the successful launch of a communication service to over 1,000 customers within six months, using Salesforce and MuleSoft, with documentation in Jira and Confluence End-to-end responsibility from requirements to processes (end-to-end customer journey and user experience, implemented in BPMN), operational setup, vendor selection including contract drafting Integrated the new platform into the existing Salesforce environment, aligning IT architecture and IT security and compliance requirements Product launch and marketing strategy (direct, indirect, and online), and creation of customer contracts
Project Manager Voice/Video/Trading System with MiFID II
Landesbank Bremen
Project lead for replacing the entire communication platform, consisting of a high-availability telephony system, video communication, and trading desks, including MiFID II-compliant voice recording End-to-end responsibility from initial supplier selection to final acceptance, with special attention to regulatory requirements as well as security and works council matters Implemented MiFID II, Basel II, and IT security requirements, including high availability for trading systems
Project Manager Communication Service Implementation
EWE Tel GmbH
Project manager for the rollout of a new company-wide communication service
Site categorization for efficient provisioning and cost-optimized operation of locations, including disaster recovery systems with fallback scenarios for brownout and blackout
Establishment of the complete infrastructure, from WAN connection (FTTx) through LAN infrastructure, full replacement of end devices based on a private cloud voice service including unified communications and dispatch center technology, including supplier management, acceptance tests, and SLA management
Implementation of a voice recording system including metadata management and training concepts
Product Manager / Project Manager Cloud Communication System
EWE Tel GmbH
Product manager and project manager for a comprehensive realignment and strategy, including portfolio cleanup
Requirements management using user stories and epics in Jira/Confluence
Product launch including customer acquisition and presentations at customer and partner events
Business development with over 100 customer meetings and contracts for more than 20,000 connections
Process optimization and standardization, including review of all business transactions (BPMN-based)
Sales optimization with a focus on profitable customer segments
Business field planning including creating long-term business cases by customer and product segment
Product marketing (campaign planning, sales training, marketing materials, etc.)
Partner strategy including standardization of the product portfolio for smaller customers
Product Manager Mobile, DSL and Service Products
1&1
Product manager responsible for design and project management for the introduction of new customer services (1&1 principle), including their implementation in the 1&1 IT systems
Portfolio and campaign management for new customer services and customer migrations in the DSL, LTE, and mobile products environment (smartphone-, tablet-, and surf stick-based as well as fixed-line replacement products)
Requirements management and development of a business plan for new process-based customer experience products and wholesale concepts, including development of cooperation models and quota model
Head of product management for Mobile Bigscreen
Product launch of LTE and UMTS as DSL replacement products
Multi-project management, especially reporting, issue management, and escalation management
Customer volume, revenue, and margin planning for the DSL replacement products for the years 2011 to 2014
Increase of profitability, customer satisfaction, activations, and product quality
Implementation of fraud detection and prevention processes, including weekly coordination at board level
Product Manager Access Product Strategy
Telekom Deutschland
Product manager for the market launch and customer migration of the new DSL portfolio and Smart Home
Global market research and development of an expansion strategy, considering open access models as well as development of quota and wholesale models, including regulatory impacts
Definition of the access strategy for fiber and xDSL, taking into account new applications (e.g. smart metering, TV, property management, and other new services)
Definition of broadband product functionality based on fiber-to-the-home (FTTH), FttX, and LTE
End-to-end process mapping (BPMN) across all channels, including holistic customer journey and improved customer experience
Interim Head of Marketing EMEA
ITIL-Software Provider
Definition of goals and sales optimization, as well as definition of the global marketing strategy
Creation of the marketing plan and budget, and implementation of selected strategic marketing activities
Marketing Plan DSL Distributor / Mobile Products
Telco Provider
Customer and competitor analysis including development of ideal customer profile, creation of marketing materials
Setting sales targets (target accounts, revenue expectations, methods)
Head of Sales and Service Europe
Asoma Instruments Vertriebs GmbH
X-Ray Analysis Devices
SVP Product Management and Marketing
Secude GmbH
Security Software Company
Director Sales Central Europe
Siemens AG
Broadband Products Telecommunications
Senior Account Manager
Sun Microsystems
Development Software
Head of Marketing Central Europe
Sybase GmbH
Enterprise Software
Industry Experience
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Experienced in Telecommunication, Information Technology, Automotive, Banking and Finance, and Transportation.
Business Area Experience
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Experienced in Product Development, Project Management, Information Technology, Marketing, Sales, and Strategy.
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ITIL
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