Customer Journey Mapping Expert in Munich

• 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

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.

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.

• Internationally certified Master Coach, International Association of Coaching Institutes (ICI)

• Future Pioneer. Future architect & bridge builder for leaders & teams - business coach for future-ready, values-based transformation in organizations.

• I enable leaders, teams, and organizations to increase their future readiness in a self-determined way, master complex change, and connect value creation with purpose, responsibility, and humanity.

• One-to-one coaching for leaders

• Team and leadership team coaching

• Conflict coaching and conflict facilitation

• Process-supporting systemic coaching in transformation programs

• Business coaching for transformation and change projects (innovation, culture change, New Work, intrapreneurship, agile work, leadership development), with a focus on leadership, team dynamics, conflict culture, and organizational systems.

• Certified coach for non-violent communication (NVC)

• Certified hypnosystemic coach

• Certified conflict coach

• Certified team coach

• Certified career coach

• Certified leadership coach

• More than 6,000 hours of mentoring and coaching in the last 12 years

• Consulting and sales of residential and commercial properties.

• Creation of well-founded market and location analyses as well as valuation and pricing strategies.

• Development of digital marketing measures for property marketing (virtual tours, social media ads, email campaigns).

• Customer support and retention through personalized communication and automated follow-up workflows.

• End-to-end ownership of various journeys, leading the conception phase and translation of business requirements into technical specification.
• Designing and creating omnichannel customer journeys across key touchpoints for a seamless customer experience (e.g., welcome or reactivation journey for online and offline buyers, including planning, execution, and reporting).
• Utilizing customer journey mapping to identify pain points and key moments that matter.
• Leveraging AI use cases for e.g. content mapping.
• Analyzing journey and survey results to identify optimization measurements for KPI improvements.
• Deep diving into data collection and activation strategies.
• Creation of profound CRM playbooks for markets to leverage full CRM potential.
• Benchmarking industry standards and analyzing competitors.
• Advising on loyalty program development and embedding into CRM activities.
• Leading CRM migration stream within a cross-cloud enterprise project.
• Preparing management presentations.
• Designing, creating, and analyzing customer surveys & campaigns.
• Supporting the customer service team in optimizing processes with service tools.
• Always adopting a customer-centric approach.
• Engaging in requirements engineering and working in agile scrum teams daily.

• Led marketing and e-commerce for an early-stage start-up in organic skincare

• E-commerce: Web shop relaunch (including tech selection, customer journey mapping, SEO content & UX strategy; new hosting); Amazon launch; automated billing and fulfillment process

• Brand strategy: Sharpened the value proposition based on customer needs; managed brand relaunch (packaging, marketing, website)

• Marketing strategy: Created business and marketing plan; prioritised marketing channels for customer acquisition (SEO, Meta, PR) and retention (+25% email subscribers); set up performance reporting

• Pricing: Conducted benchmarking study and margin analysis leading to change from cost to value-based pricing, introduction of a portfolio price strategy and bundling

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

• Design and implement a product life cycle framework and automation for an e-procurement platform
• Serve as Interim Product Owner for BMW’s B2B CRM portal, aligning stakeholders and steering delivery
• Develop go to market strategy for a furniture startup, covering positioning, pricing, and channels
• Coach emerging leaders on digital strategy, decision making, and execution
• Define market entry strategy for a sustainability startup, from customer insight to pilot plan

• Experienced project and product manager with strong technical expertise and a special strength in managing technological innovations and complex projects. • Specialized in leading digital development and transformation projects, including change management and process optimizations.

• Developed communication strategy and messaging frameworks for digital transformation initiatives.

• Collaborated closely with executives and industry partners to position AI-based solutions.

• Led global rollout campaigns including KPI-based performance reports.

• Advised senior leadership on storytelling, content strategy and external engagement.

• Managed a portfolio of 6 investment assets, supporting value creation through asset positioning and performance optimization initiatives
• Led brand and market repositioning of a foundation-owned real estate asset, increasing market visibility and inbound interest
• Prepared annual business plans, operating cost forecasts, and financial reports to support data-driven decisions, invoicing
• Led cross-functional projects across maintenance, renovations, and asset improvements, coordinating external stakeholders to enhance asset quality

• Full P&L responsibility for pricing strategy, sales, and marketing with a focus on growth and efficiency
• Leading and scaling a high-performance team (5 FTE): establishing clear KPI structures, data-driven decision processes, and agile sprint setups to maximize team efficiency and output
• Developing and implementing a performance marketing architecture across all channels (SEA, paid social, programmatic, SEO, CRM, PR) to maximize revenue growth
• Increased ROAS by 32%, reduced CAC by 11%, and achieved 23% revenue growth YoY through data-driven budget allocation, cross-channel campaign optimization, and conversion rate testing
• Optimized the customer journey through conversion rate tests and audience segmentation
• Successfully integrated brand and performance marketing (SEO, organic, paid media, retention) to significantly boost brand awareness and sustainably improve ROAS