Customer Journey Mapping Experts in Berlin

• International expansion & segment strategy: Built Germany footprint from zero, scaling to 1,000+ SaaS customers across four European markets, developing vertical value propositions, use cases, and segmentation models
• Planning, OKRs & single source of truth: Designed forecasting frameworks, pipeline diagnostics, territory/quota structures for a 30+ FTE commercial org, and established OKR-driven execution with shared dashboards and decision logs
• Operational excellence, automation & regulated delivery: Applied Lean Six Sigma methods and implemented automation and AI tooling across CRM and reporting, simplifying end-to-end workflows and reducing manual effort by ~25%
• Growth enablement & CX: Owned cross-functional growth experiments that increased activation by 30% and DAUs by 10% in a hybrid PLG + enterprise model
• Change management & cross-functional execution: Set KPI agreements with shared services, championed internal change programs, and drove adoption of new operating rhythms and tooling
• Risk management & portfolio steering: Established risk-aware customer prioritization and partnered with risk and finance teams on portfolio steering and resource allocation

• Concept and implementation of data-heavy platforms for enterprise customers
• Design of complex AI-based interactions (chatbots, voice control, semantic search)
• Stakeholder management with more than 10 participants in cross-functional teams
• User research: interviews, usability tests, value validation
• Definition of quality metrics and execution of value analyses

Tools & methods: Figma, Adobe XD, Miro, Chat GPT, Claude | Scrum, Kanban, SAFe, Lean UX

Selected clients: VW Group, Volkswagen, BMW, Cariad, ABUS, Gieseke & Devrient, Hamburg Senate Chancellery, German Red Cross, Deutsche Bahn, Immoscout24, Relynk

• Developed positioning strategies, external narratives, and communication concepts for technology ventures; created customer journey analyses and management-ready presentations for decision-makers
• Secured approval for an autonomous mobility pilot in Berlin through structured stakeholder coordination (public sector, mobility, real estate)
• Generated EUR 30k+ in revenue across 4 mandates; prepared investor-ready materials and supported fundraising processes

• Executive Advisory: Lead an integrated fractional practice connecting research, data, and commercial strategy for C-suite and product leaders across e-commerce, media, and tech.
• Commercial Strategy: Structure ambiguous market challenges into high-stakes, actionable decisions that directly influence product roadmaps and revenue growth.
• Mixed-Methods Delivery: Direct customer journey mapping, stakeholder alignment workshops, and mixed-methods research, leveraging AI synthesis alongside 20 years of strategic judgment.

• Collection of user stories across the whole platform, leading the redesign process.
• Dashboard redesign based on user research.
• Establishing a workflow for kickoff sessions as well as planning the way of working & collaboration across several teams and disciplines.

• Creating guidelines
• Conducting Business Impact Analyses (BIA), assessing risks, and identifying time-critical business processes
• Process management
• Creating emergency plans and crisis management plans, including cyber response and IT emergency plans with special consideration of a cyberattack
• Conducting awareness trainings
• Planning and carrying out tests and exercises
• Developing tailor-made solutions to reduce risks and ensure business continuity

• Designed a compact framework to generate prompt–response sets for CRM lifecycle scenarios (onboarding, activation, retention, reactivation).
• Included adversarial variants (ambiguous requests, conflicting instructions, policy traps).
• Created a scoring rubric for factuality, tone, and coherence.
• Developed a lightweight guideline for annotator alignment and disagreement resolution.

• Developed and implemented organization-wide discovery framework based on Ulwick’s Outcome-Driven Innovation; enabled 7 Product Owners to systematically identify and quantify unrealized value through shared outcome language and opportunity scoring methodology
• Transformed Product Owner role from backlog clerks to strategic experimenters; established dedicated time budget for autonomous hypothesis testing and discovery activities
• Rebuilt customer journey maps to start at actual user need (tool selection phase) instead of platform entry point; eliminated manual data aggregation work previously done by project teams
• Implemented OKR framework across 4 product teams; defined quarterly objectives with measurable key results (e.g., 40% reduction in manual integration effort, self-service adoption increase)
• Unified 3 separate platform roadmaps through cross-team dependency mapping and shared service agreements
• Supported enterprise sales cycle with ROI modeling and technical due diligence for automotive and defense customers

• Leading mixed-methods discovery for the adidas Running App, using interviews, surveys (incl. choice-modeling), and AI-powered market/app-review intelligence to surface user needs and engagement opportunities.
• Partnering closely with Product, Content Storytelling, CRM, and Analytics teams to translate insights into product direction, segmentation opportunities, and rapid experimentation.
• Synthesizing extensive internal and external research to map knowns, identify critical knowledge gaps, and build an evidence-based research roadmap that supports continuous discovery and optimization.
• Championing AI-supported research practices by guiding cross-functional teams in leveraging AI for faster user feedback synthesis, market intelligence, and rapid workflows.

• Define and own the end-to-end product lifecycle for flagship project (web and mobile app, more than 15M total users). Lead delivery, track and analyse product metrics, data and KPIs.
• Drive roadmap planning: translate long-term product vision and product strategy, business objectives, customer needs into a prioritised backlog for cross-functional teams.
• Lead cross-functional teams using Agile methodologies: facilitate daily stand-up meetings, sprint planning, poker-planning, retrospectives, and demos; conduct feature kick-off meetings.
• Maintain clear and trust communication with stakeholders through product updates, presentations and regular reports, acting as a bridge between technical teams and business leaders.
• Apply data-driven hands-on approach with product analytics, experimentation, and customer interviews for decision-making across product development.
• Contribute to annual strategic planning with the Board by translating market dynamics, customer needs and competitive positioning into actionable product roadmap and goals.
• Increased in-app conversion by 13% and reduced average purchase time by 50% through Google Analytics implementation and UX/UI redesign.
• Reduced support workload by 60% by implementing an AI-powered support system with a knowledge base and automated Jira ticket creation.
• Reduced key client churn by 14% and increased internal project revenue by 22% YoY by building a data-driven analytics framework in Power BI.
• Optimised referral program costs by 17% and improved retention by 22%.
• Enabled global market expansion across 6+ regions by leading the design and delivery of a payment integration platform, integrating 10+ payment methods via a unified API.

• Supported R&D efforts for MRI device prototypes, including installation and journey mapping, segmentation, and testing of Modix3D's Big Meter model.
• Contributed to product design by creating enclosure prints for beta prototypes.
• Conducted research and provided actionable insights to improve product functionality.
• Streamlined task organization and implemented process improvements to enhance development efficiency.
• Optimized campaigns with A/B testing mindset.

• Led realization of AI-powered product experiences, including interactive AI-driven product tours and intelligent workflow assistants.
• Partnered with engineers and AI teams to design intuitive conversational interaction flows that improved user guidance and engagement by 25%.
• Translated design vision into detailed product specifications, ensuring clarity across chat-like and graphical interfaces.
• Prototyped and tested interaction models using user feedback loops and A/B experimentation to refine usability and trust.
• Owned end-to-end feature lifecycle — discovery, validation, delivery, optimization.
• Balanced simplicity and delight by streamlining complex workflows into intuitive, human-like digital interactions.
• Facilitated cross-functional alignment on priorities, technical feasibility, and measurable business impact.