Customer Journey Mapping Expert in Germany

• Writing the book chapter “Development of a Digital Business Model” for the Springer Gabler reference book “Practical Guide to Digital Management”.

Strategic Marketing / New Customer Acquisition (B2B):

• Market and competitor analysis: Recorded competitors, developed evaluation matrices, outlined the provider landscape with potential customers, competitors and partners
• Designed a cross-media, personalized multi-touch campaign
• Developed the multi-touch strategy in various multi-stage versions, determined touchpoints, target companies and target persons, developed ideal customer profile and contact ideas
• Designed all individual measures: Developed concepts for letters, postcards, landing pages, e-mails, phone calls and downloads
• Visualized the process logic of the contact sequences (flowchart)
• Described the distinction from “Account-Based Marketing”
• Implementation planning: Researched providers for packaging, shipping and landing page software, negotiated terms, recommended tools and partners

Social Media Marketing:

• Goal categorization, definition and recommendations for action
• Review and selection of channels
• Design of channel management
• Developed an 11-week editorial plan (Instagram & LinkedIn)
• Developed, implemented and published image and video posts
• Campaign launch, ongoing monitoring and optimization

Search Engine Optimization (SEO):

• Website audit with indexing check
• Ranking, backlink, traffic and competitor analyses
• Analyzed search and user behavior
• Consulting on SEO risks during relaunches with domain changes
• Keyword research and recommendations for action

• Designed role-based delivery assignment workflows, switchable between own fleet and partner carriers, with traceable status chains from „pending“ to „in delivery.“
• Designed AI-assisted route optimization, where dispatchers review drive-time-optimized route suggestions as drafts and apply them in one click.
• Designed a central planning interface for delivery and route management, bringing table view, map view, and route composition into a single workflow.
• Built interactive prototypes to align new product features early with stakeholders and engineering.

Key methods: AI-assisted Product Design, Workflow Design, Role-Based Workflows, Dashboard Design, Interaction Design, Prototyping, Logistics/Operations UX, Stakeholder Collaboration

Focus areas:

• Strategy & Business Development
• CRM & Retention
• Customer Experience & Journey Management
• Customer Value/CLV
• Growth & Go-to-Market, as well as Business/IT Transformation
• Strategic analysis, target operating models, assessments, business cases, and concept development and implementation management

Product and interaction design for consultation software and digital commerce. For MyoConsult / EWO: patient onboarding, first visits, overviews, consent and follow-ups, device integration and information architecture connecting consultation workflows. Experience maps, workflow concepts and test prototypes supported revisions.

For Vision Shop / OCS Marketplace: connected frame and lens selection, prescription entry, provider selection, basket and checkout journeys.

• Building, implementing and selling automated Data Science solutions such as Scorecard Factory and Forecast Factory
• Implementation of automated end-to-end cloud processes
• Development of LLM and NLP models
• Creation of interactive reports
• Support for national and international large corporations as well as medium-sized companies in implementing ML projects

• Owned end-to-end Product Management and Strategy for a B2B SaaS platform, from customer discovery and problem definition to roadmap, launch, and lifecycle optimization.
• Drove competitive analysis, customer insights, and sales analytics, identifying growth opportunities that improved product fill rates by 10–15%.
• Owned roadmap and backlog prioritization, balancing customer value, business impact, technical feasibility, dependencies, and strategic goals.
• Led a 12-member cross-functional Agile team across Product, Engineering, QA, Design, Sales, and business functions, ensuring aligned and high-quality delivery.
• Built KPI and product performance frameworks using Power BI, Excel, CRM, and Pendo to measure adoption, engagement, conversion, and business impact.
• Led API integrations and partner initiatives across US and Europe, expanding the partner ecosystem by 75% and enabling scalable B2B workflows.
• Led AI and automation initiatives that improved operational efficiency by 75–80% and reduced manual effort by approximately 15 minutes daily.
• Partnered with Sales, Customer Success, Marketing, Design, and Engineering to validate customer needs, launch products, improve UX, and drive adoption.

• IT consulting
• Power Platform & Databricks
• AI software development (custom software)
• Commercial responsibility for the company

• 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

• 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

Large Insurance Company – Consultant Wiesbaden: Consulting support for the introduction of an integrated planning and performance management framework (operational, financial, customer) to enhance customer-centric transparency, decision-making quality, and steering capabilities across all lines of business within an insurance organization:

• Analysis of existing processes, reports, KPIs, and KPI calculation methodologies
• Design and introduction of new, standardized customer KPIs (gross/net), as well as key steering metrics with consistent linkage across all lines of business
• Recalculation, validation, and plausibility checks of KPIs based on existing and newly integrated data sources
• Conceptual support for the development of an integrated reporting and performance management setup
• Execution of customer insights analyses to identify patterns and anomalies within customer data clusters

Large retail company – Consultant in Karlsruhe: Advisory services for the setup and step-by-step implementation of an internationally deployable RELEX solution in the supply chain management environment:

• Advising overall and sub-project management on methodology, project setup and steering (e.g. agile approach, Jira configuration, RELEX phases, Jira Structure PPM)
• Strategic-operational consulting for the introduction of RELEX including best practices
• Support in defining overarching goals and requirements (2-year target picture)
• Guidance in scoping a relevant supply chain network segment for the project
• Development of a roadmap for iterative, incremental RELEX setup and rollout
• Assessment of project dependencies (interfaces, configurations, etc.)
• Advice on prioritized implementation of business requirements and data interfaces
• Support in test planning (data validation, system testing, UAT)
• Consulting on internationalization, change management, training, and knowledge transfer
• Stakeholder advisory and alignment activities between the client, implementation partner, and RELEX

Insurance company – Management Consultant in Munich: Analysis, consulting and support for the optimization of a large-scale business and IT transformation. Focus on strategically important programs and modernization projects in the area of Managed Services Operations and processes:

• Review of project plans and deliverables; analysis of programs and projects (e.g. cloud approach, process standardization, system integration, roadmaps)
• Identification of technical, functional and personnel risks and challenges; development of content-related measures and alternative solutions
• Proposal of quality improvements for program and modernization efforts
• Sparring partner and professional, technical, structural and organizational consulting for project and program management

Large retail group – Management Consultant & Stream Lead in Cologne: Consulting, process, project and product management for the introduction and implementation of a large strategic program in the field of advanced analytics, assortment and space management:

• Setup, test and rollout of a new space planning, automation and optimization product based on the existing cluster-based merchandising approach
• Definition and setup of new processes and transformation and change management measures for the new store-specific merchandising approach
• Collaboration with Advanced Analytics and IT (internal and external) for software implementations, automations, extensions and interfaces
• MVP approach and piloting in phases with gradual rollout (pilot with 80 stores, region with 500 stores, national level with 4000 stores)

Large retail company – Agile Coach & Change Agent in Cologne: Agile coach, OKR master and facilitator for the introduction of the OKR approach in a large strategic digitization program for retail stores:

• Coaching of the core team with topic managers and team leads
• Introduction to the OKR topic and setup of the OKR cycle
• Establishment of the OKR approach in teams and on a cross-team level

Delivery and logistics company – Management Consultant in United Kingdom: Consulting and coaching in the restructuring of the Data Analytics department:

• Analysis of current challenges
• Definition of overarching goals
• Development of a proposal for a new team structure
• Identification of required competencies, skills and responsibilities
• Advisory and alignment on communication and change management strategy

GenAI – Chat & Voicebot

Setup of a GenAI solution with a knowledge base as well as chat and voicebots.

• Definition of use cases and chat/voicebot functionalities
• Project setup for cloud, knowledge base, LLMs and RAG
• AI guardrails, IAM concept
• Governance, Risk & Compliance (GRC)

Result:

Setup of an enterprise GenAI solution with knowledge base, chat/voicebots, IAM and governance.

• Delivered end-to-end product & service design (discovery to delivery) — combining Product discovery, UX/UI Design and Prototyping within an agile delivery framework.
• Applied AI-assisted workflows across research and prototyping to accelerate discovery and validation cycles.

• 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