• (Customer) Experience Improvement framework: Development and implementation of a comprehensive framework, based on the customer journey, its touchpoints, employee interactions, and the underlying end-to-end processes. Providing a clear prioritization of gaps (expectation, performance, competitive edge), enabling the set-up of a trackable continuous improvement portfolio.

• Actionable through co-creation: Close collaboration with customers, key-decisionmakers, stakeholders and process owners to cultivate an action portfolio, tailored to address customer needs and enhance CX. Cross-functional collaboration between marketing, sales, and service ensured a successful end-to-end rollout.

• Sustainable workload reduction: Due to structural improvements and streamlined processes, we were able to e.g. reduce the operational workload at critical customer touchpoints by 50%, shortened lead-times (customer response) from 3 to 5 days to less than 2 hours. This freed up operational capacity to relocate these to further increase the.

• Elevated Customer Experience: Leveraging a visual dashboard to gather and analyze customer feedback in real time. This enabled the organization to take data-driven decisions, aligned with customer expectations at respective touchpoints, resulting in a significant improvement in customer experience and engagement.

As an internal consultant, I have managed various projects in the pitch- and initialization phase, including pitch deck preparation and on site presentation. Creative and strategic concept development.

• Strategic concept development: Customer focused concept briefings, drafting of board proposals up to the pitch phase with selected agencies.

• Influencer-event activation (e.g. BMW #roadtocoachella activation 19/20 and BMW #NEXTGen): Concept development including the social media strategy which led to a plus of 100% in influencer engagement. Selection of influencers and on-site support which, in combination with the concept, led to a contractual over-performance of 170%.

• PBE - The world‘s largest international BMW dealer event: Agency communication, internal coordination and on-site implementation. Elaboration of a 2D/3D concept for the luxury segment. Shift from product-focused presentation to experiential moments and therefore drastically increasing the customer engagement and satisfaction.

• Features: high demand for flexible, fast and solution-oriented work, as well as a high (international) travel activity.

I worked as a freelance customer experience and brand manager under the name anewdesignargument. I focused on brand strategy conception, branding and communication as well as market launch. During this time, mostly parallel to my Master‘s degree, I was able to apply the theoretical knowledge from my studies in practice.

• Cross-departmental, interdisciplinary tasks. Coordination in the development of communication content on concept vehicles and social media.

• Support for cooperation topics for BMWi Design.

• Improvement of the workflow between data collection and design.
  

• Project support on a large pitch project and various operational projects.

• Development and design of the wayfinding system for the World Heritage Site, the death house of Martin Luther in Eisleben.

Assistant to the studio management at a London prêt-a-porter fashion label.

• Interface communication/coordination between creation and production, the individual departments and participation in the development and implementation of the latest collection, the lookbook as well as the fashion show.
  

Support for corporate design projects, campaign design, brochure design, product and packaging design.