Customer Experience Designer

• Nov 2020 - Present

Management Consultant

• Feb 2020 - Aug 2021

Support rapid growth of a consulting company, leadership and organisational development, process design, know-how standardisation. Support large and medium-sized companies to evolve in process management. Project management. Process design. Process development. Support rapid growth of a consulting company, leadership and organisational development, process design, know-how standardisation. Support large and medium-sized companies to evolve in process management. Project management. Process design. Process development.

Head of Customer Experience, Segment Management and Market Research

• Apr 2018 - Mar 2020

Responsible for customer satisfaction in retail banking and increasing revenue and customer base of private segment. Responsible for ensuring client and business insights for the whole retail bank via market research and data science solutions. Leading and managing customer experience, segment, market research, reporting and data analytic activities of the department (team size: 10+) Main achievements: Develop a customer experience transformation strategy for Erste Bank Introduce a new mass banking client segmentation Design an onboarding process for new clients Introduce a customer lifetime value calculation Train service design thinking across the organization and lead service design thinking workshop e.g. for 100+ branch heads to develop a sales support app Establish and lead cross functional team to enhance customer centric corporate culture Renew market research (introduce customer insight focused new methods, text mining, voice of customer knowledge base, conflate business intelligence and research solutions) Show less

Head of Customer Centric Design and Execution Department

• Apr 2017 - Mar 2018

Responsible for incorporation of customer centric approach and execution excellence in case of residential proposition and product development.Leading and managing department (team size: 20+, 4 subgroups).Ensuring processes, touch points of products, propositions designed properly (using service design thinking methodology).Responsible for excellent and on-time Go2Market of new propositions, products. Briefing and ensuring appropriate communication both on ATL & BTL, appropriate processes at each Touch Point.Supporting the excellent Go2Market with customer tests and project management.Developing Servicing Strategy and translating it for each Touch Point.Main achievements:Define a new product, proposition development process and evangelize Marketing directorate and related areas.Smooth and efficient change management into new organizational set-up and process. Show less

Head of Customer Experience Department

• Jan 2015 - Mar 2017

Responsible for customer satisfaction of residential customers. Leading and managing customer experience activities of the department (team size: 10+, 2 subgroups) from generating insights, defining focuses, designing with service design thinking methodology, executing initiatives, analyzing them, to monitoring customer satisfaction.Ensuring that desired branded experience is executed. Leading TRIM (TNS customer experience index) trend turn around cross-functional project. Responsible for Telekom Loyalty Program (Kapcsolat Program) and evolving it into an engagement program.Main achievements:Award winning Mobile Professor program (see article below)Service Design Thinking training for the whole Marketing directorate (120+) Show less

Head of New Product Portfolio Department

• Jan 2013 - Jan 2015

Responsible for increasing the revenue of near core product portfolio and supporting Magyar Telekom strategy with relevant (mobile and fixed) device portfolioLeading and managing product and portfolio activities of the department (team size: 10+)Main achievements:Successful transition of Mobile Parking into the new National PaymentDouble digit growth in Insurance portfolioLaunch Spotify music streaming service for Telekom customers

Customer Experience Expert

• Jun 2011 - Dec 2012

Responsible for developing customer experience activitiesLeading and managing customer experience team (team size: 2)Defining customer experience targets, creating customer experience strategy and designing roadmap Cooperation with other departments in order to deliver targetsParticipating in international projectsFollow up and execution of activities on customer experience roadmapCollecting customer experience insightsControlling customer experience budgetMain achievements:Set up and manage a cross functional team targeting desired branded experience and executionLaunch Mobile Professor program Show less

Senior marketing manager

• Sep 2008 - May 2011

Management of T-Mobile voice service portfolioDesigning new tariff packages, offers and promotionsParticipating in cross-functional projects: relaunch of loyalty program, launch of 4play serviceWorking out retention offers for mobile voice serviceEnd2End management of proposition processEstablishing the process of cancelling tariff packages

Marketing manager

• Jan 2008 - Sep 2008

Management of T-Home TV serviceParticipating in T-Home rebrandingDesigning consumer promotions and activitiesDatabase marketing and managementDesigning offers for inbound/reactive channelsShort and medium term planning

Segment manager

• Nov 2006 - Dec 2007

Responsible for three segments of the Hungarian fixed line marketSegmentation of customersCreating segment strategyDesigning offers for different segmentsReconstruction of service processesDatabase marketing and management

Advertising and PR manager

• Aug 2005 - Oct 2006

Brand management of Siemens and Bosch brands Annual marketing and communication plan Designing consumer promotions Developing ATL and BTL communication for promotions, new product or feature introductions PR article placements Sponsoring fairs, kitchen shows and websites Following up marketing budget Brand management of Siemens and Bosch brands Annual marketing and communication plan Designing consumer promotions Developing ATL and BTL communication for promotions, new product or feature introductions PR article placements Sponsoring fairs, kitchen shows and websites Following up marketing budget

Assistant Brand Manager

• Oct 2003 - May 2005

LEADERSHIP PROGRAM - Oct 2003 – July 2005 Preseller / Field Sales Force - June 2005 – July 2005 2-month sales experience Assistant Brand Manager - Oct 2003 – May 2005 Danette Krem and Duett, Danone Tejberizs, Danone Tejföl Market analysis Launching of new sub range Danette Csábítás (new product development, design, packaging material, participation in TVC development) Danette Duett relaunch (new product formula, design, TV tag communication) Designing and executing chain-specific promotions Preparation for joining to EU – determining new price and selling unit and executing Participation in copy development Working with agencies (ATL and BTL) Show less