CUSTOMER EXPERIENCE & PROJECT MANAGEMENT

BACKGROUND

CUSTOMER: innogy CX Factory in Berlin / https://iam.innogy.com
I was an active part of future customer-led and digitally-enabled Customer Experience Factory. The CX Factory team ensures impact at scale across innogy B2C regarding customer-focused journey improvements and their redesign. This initiative is one of the global innogy B2C priority programs where I was working together in teams of highly-skilled professionals  with international exposure.

EXCITING FACTS ABOUT innogy:

• Generates energy from renewable sources
• Serves 23 million customers in Europe
• Has 40.000 employees in Europe

MY RESPONSIBILITIES

• Contributed significant revisions to an advanced customer-centric and digital Customer Experience (CX) Factory.
  
• Partnered with an internal global team of highly skilled professionals and subject matter experts to ensure impact at scale across improvements and the redesign of the customer journey.
  
• Conducted comprehensive customer research to identify customer-facing and backend requirements, customer journeys, blueprints, and pain points leading to ideation on new concepts.
  
• Hosted workshops to prioritize requirements from the internal business point of view. Facilitated Design Sprints 2.0, design thinking, strategy, roadmaps, planning, and OKRs.
  

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