The task was to establish a holistic approach regarding the consumer experience across the various department. I developed a KPI framework to measure customer experience and guidelines for any project to follow a customer experience approach. Furthermore, I evaluated interactive customer journey tools to be used by different departments.
Car Manufacturer in Germany
We started the project analyzing the customer experience. My role as lead strategist was to run the kickoff workshop, design and run a stakeholder mapping workshop, define and ran stakeholder interviews and shadow external sales and installation partners. The first phase ended with an opportunity mapping and ideation workshop, which we designed and I ran as lead facilitator. In the second phase, I lead the service design for the “Zwei-Stufen Vertriebsprozess” towards a fine concept. In the process, we had to develop a thorough business case, define new roles and responsibilities, reshape internal and external processes, design new sales checklists, contracts and call center guidelines, validate everything with the legal department, prepare external training, reshape consumer communication and define requirements for the supporting IT infrastructure.
Solar Energy in Germany
In the discovery phase, I supported the team with Customer Interviews in Switzerland, a competitor analysis and a heuristic evaluation of the website to support the UX and design team with the website relaunch.
As strategy director in region overseas, I am responsible to guide our 27 markets. This includes:
Developing a consistent sprint approach towards Customer-led Marketing and video training for all markets
Establishing a central knowledge platform for the ongoing communication exchange with markets
Hosting a recurring best practice sharing event across 6 time zones with over 90 participants
Establishing a Marketing KPI Dashboard for the region with the data team
Supporting with the integration of the media agency especially for the sprint approach and Customer-led Marketing process, as well as the Marketing KPI Framework
Agency presentation to C-Level clients (i.e.: Daimler CMO and Global Sales)
Furthermore, I support the global team to establish new ways of working:
Setting up project scoping templates
Establishing a central knowledge platform and guidance for efficient file sharing
Driving towards more efficient internal communication, collaboration and ways of working