Customer Experience Expert

• May 2022 - Present

Projektassistenz / agiles PMO Automatenvertrieb

• May 2020 - Mar 2022

• Support of self-organising development team within the agile IT program ZEBRA as a Scrum Master • Monitoring of defined project actions including development of and adherence to milestone plans • Administrative support for the program manager e.g., by creating status and budget reports • Support of self-organising development team within the agile IT program ZEBRA as a Scrum Master • Monitoring of defined project actions including development of and adherence to milestone plans • Administrative support for the program manager e.g., by creating status and budget reports

Customer Experience Manager

• Oct 2016 - Feb 2020

Supporting the German sourcemarket to turn into a truely customer focused organisation by introducting the customer perspective in processes and mindsets of employees.• Implementation and adaptation of Group CX Initiatives for the Central European market• Conducting Maturity Model Interviews to determine the status of customer orientation in the German market• Implementation of an inter-departmental Idea-Management process to ensure a continuous improvement of processes and products• Introduction of the Customer Connect Programm: a collection of activities to enable employees to understand customers needs e.g. spending a day at a travel agency• e.g. Roll-out of the Customer Hero Employee Awards in the German market, honouring customer centric behaviour• Continuous analysis and improvement of the Customer Experience for all Thomas Cook products and services along the Customer Journey in close co-operation with the operational colleauges, with a focus on the experience in destination• Organising and conducting trainings for the customer feedback tool „inMoment“ to enable colleagues to analyse customer data from the Back@Home- Satisfaction survey• Supporting the CRM “Customer Contact Mapping” project to ensure an aligned communication across differing channels from booking until re-booking• Organization of the annual Central European Customer Week for up to 800 colleagues to support the internal change towards a more customer centric company to fullfill the company wide “Customer at our Heart”-strategy Show less

Junior Product & Quality Manager

• Nov 2013 - Sep 2016

Operative support for the department Product & Quality for Thomas Cook Hotels & Resorts.• creation of quality analysis from online review portals and internal systems• training colleagues in using TrustYou (Online Reputation Management system)

Employee Hotel Competence Center - Concept Products

• May 2013 - Oct 2013

• workshop organisation• competition analysis• invoice verification

Employee Product Management Wellness

• Jul 2012 - Dec 2012

- writing and proof-reading of hotel texts for the 2013 "Neckermann Care" and the "Thomas Cook Wellness & Mehr" catalogues - creating hotel pages for the two Wellness catalogues including pictures and price tables - assistance with introduction pages - coordination of the maintenance of the so called "Global types" hotel attributes for the company homepages - preparing input for and attending meetings concerning new online-strategies - creating various statistics with "Excel" - answering requests from travel agency partners concerning event cooperations - anserwing general requests via phone and email from internal colleagues, marketing, hotel partners - helping to prepare the weekly email-newsletter with new or adjusted hotel offers or special marketing campaigns - preparation of competition analysis Show less

Intern Product Management Wellness

• Jul 2011 - Apr 2012

- writing and proof-reading of hotel texts for the 2012 "Neckermann Care" and the "Thomas Cook Wellness & Mehr" cataloges - creating various statistics with "Excel" - creating, updating and transmitting sales and occupancy rate lists to purchasing agencies and hotel control department - answering requests from our travel agency partners concerning event cooperations - managing all matters concerning the hotel vouchers of the wellness department - helping to prepare the weekly email-newsletter with new or adjusted hotel offers - reviewing no-show invoices - preparation of competition analysis - quality checks for the data delivery to travel agency software "Bistro" - assistance with the creation of a manual/ starter kit for new interns and apprentices for the Product Management Wellness Show less

Intern at Spa Administration Bad Hersfeld

• Jun 2009 - Jun 2009

Customer research project: designing a questionnaire, conducting the research, analysis of the acquired data and creation of a final report about the demographics and motivations of the spa guests in Bad Hersfeld. Aim: improving the target marketing. Furthermore: producing worktime records, check-in and check-out of day customers of the spa, answering customer requests directly or via telephone or email. Customer research project: designing a questionnaire, conducting the research, analysis of the acquired data and creation of a final report about the demographics and motivations of the spa guests in Bad Hersfeld. Aim: improving the target marketing. Furthermore: producing worktime records, check-in and check-out of day customers of the spa, answering customer requests directly or via telephone or email.