Board Member

• Jul 2022 - Present

Founding Member

• May 2021 - Present

Founder, Trainer & Consultant

• Jan 2021 - Present

Lecturer Design Thinking & Entrepreneurship (freelance)

• Feb 2021 - Mar 2022

Owner

• Jan 2019 - Jan 2021

- Hands on Customer Experience Coaching for companies and organizations, focused on but not limited to: setting a customer experience ambition/strategy, customer data analysis, customer journey mapping, redesign of customer products & services through Design Doing, customer experience talks, best practices, organizational redesign. My aim is to transfer my customer experience knowledge and tools to the teams I work with, to empower them to engage in the customer experience transition independently. - Facilitation of strategy sessions for teams looking to clarify their ambition/strategy. - Interim assignments in the field of strategy, customer experience, partner marketing, business development, loyalty programs Current & past assignments at: Dutch Ministry of Foreign Affairs, Municipality of Amsterdam, Sustainovate, Dutch - Romanian Business Day, Nederlandse Spoorwegen, Guidion, University of Applied Sciences Amsterdam Show less

Lead Reizigers a.i. (Lead Travelers)

• Mar 2020 - Sep 2020

Leading a team of 130 FTE responsible for setting the strategy for the overall customer experience of NS, and executing the digital customer experience (NS App & NS.nl) and marketing & communications to NS customers. Achievements: - implementation of organizational transformation "ComIT", whereby IT and Business were combined into 1 unit and a new way of working was set up to achieve adaptability and effectiveness - response to COVID-19 changed customer needs by creating a registration service for necessary travelers and later for travelers with bicycles (allowing them make sure the trains were not too busy) - execution of marketing campaigns #samensterker, #samenverder & #ovisok Show less

Supervisory Board Member (volunteer)

• Apr 2016 - Jul 2020

Algemeen Directeur (volunteer)

• Apr 2014 - Mar 2016

Day-to-day management of charity Microcredit for Mothers. Microcredit for Mothers provides women in Asia with microcredit loans. The voluntary organization consists of 40+ volunteers with roles in program management, fundraising, finance or HR. We raise approximately EUR 100k per year and distribute this, via our local partners, to approximately 1100 women yearly. For more information see www.microkredietvoormoeders.org.

Operationeel Directeur (volunteer)

• Apr 2013 - Apr 2014

Operational management of charity Microcredit for Mothers. Microcredit for Mothers provides women in Asia with microcredit loans. The voluntary organization consists of 40+ volunteers with roles in program management, fundraising, finance or HR. We raise approximately EUR 100k per year and distribute this, via our local partners, to approximately 1100 women yearly. For more information see www.microkredietvoormoeders.org

Strategy Consultant (volunteer)

• Apr 2012 - Apr 2013

Microcredit for Mothers provides women in 8 countries in Asia with microcredit loans. The voluntary organization consists of 40+ volunteers with roles in program management, fundraising & finance. We raise EUR 100k per annumand distribute this to approximately. As Strategic Consultant I was mainly involved in professionalizing the organization by introducing Impact Assessments, Structural Reporting Schemes, Program Targets & Goals per Country.

Director Customer Experience

• Sep 2016 - Dec 2018

Leading a team of +25 FTE cross functional specialists to design and implement KLM Customer Experience objectives and drive alignment across the organization. Reporting directly to KLM Board.Accomplishments- Set up KLM Customer Experience Department, including hiring and developing talents- Developed KLM Customer Intimacy Strategy, based on customer journey mapping & customer data analyses and implemented it throughout the organization, from C level to Operations, creating consistency and improved customer experience. NPS improved from 38 to 43 over 3 years. Industry standard NPS 32.- Introduced agile working in non-development teams- Specific focus on in-flight related customer experience (cabin interior, service concept on board, food & beverage), disrupted experiences (cancellations & delays) and special passengers (including unaccompanied minors, passengers with disabilities) Show less

Director Loyalty Partnerships/Partner Marketing at Air France KLM Flying Blue

• Mar 2013 - Aug 2016

Building & marketing partnerships with international (travel or loyalty related) companies, to strengthen the value of the Air France KLM loyalty program for customers. Team of 16 people. Core skills involved: strategy creation, negotiation, contracting, marketing, IT implementation. Core partnerships: credit card companies, national banks, hotel chains, car rental chains, retail coalitions. Also part of the Flying Blue Management Team, where strategic direction is chosen for the full Flying Blue program. Show less

Manager Combined Competence Center, KLM Information Services

• Jun 2010 - Mar 2013

Change management leader for Agile & Service Oriented Architecture implementation within Air France – KLM. Development of behavioral change program within the IT Department. Manager of 8 IT specialists

Commercial Director Airmail (interim)

• Jan 2010 - May 2010

Marketing & Sales of airmail transportation services for Air France - KLM 4 month interim assignment as Commercial Director Airmail, managing the Air France KLM Airmail Team of 13 people, consisting of Sales Managers, Product Developers & Sales Support.

International Sales Manager Airmail

• Feb 2008 - May 2010

Marketing & Sales of airmail transportation services. Portfolio of customers in Europe, South East Asia & Brazil. Core skills included sales, debt management, forecasting & planning, pricing & business development.

Management Trainee

• Jan 2006 - Jan 2008

A general management program within KLM, with 4 assignments within different departments and leadership training. Assignments were done within: (1) Flight Operations – change management; (2) KLM Spain & Portugal – revenue management; (3) Bilateral landing right negotiations & Corporate Social Responsibility Report; (4) Passenger Operations – Airside Manager of 150 people.

Internship

• Jul 2005 - Oct 2005

Creation of a platform for all Dutch NGO's active in Ghana with the aim to increase the effect of NGO efforts in Ghana by connecting them. After identifying all NGO's and creating an online platform, I organized a "Ghana Day for NGO's". Creation of a platform for all Dutch NGO's active in Ghana with the aim to increase the effect of NGO efforts in Ghana by connecting them. After identifying all NGO's and creating an online platform, I organized a "Ghana Day for NGO's".

Internship

• Jul 2004 - Sep 2004

Organisation of a.o. High-Level Intergovernmental Meeting Beijing + 10 (Review of Beijing Platform for Action), benchmark gender developments of diverse international organizations., Organisation of a.o. High-Level Intergovernmental Meeting Beijing + 10 (Review of Beijing Platform for Action), benchmark gender developments of diverse international organizations.,