Senior Customer Experience and Transformation Program/Project Manager

3/2020 – offen

As a high-energy project/program manager, with focus on customer experience and technology, I contribute to long-term sustainable growth by delivering strategic projects that optimize the omni-channel experience. Alongside project/program management, I provide expertise on customer experience management, voice of customer, customer journeys and technology transformation of sales & marketing.

I speak English, French, Turkish and I’m improving my German language skills. I worked in global corporations and within the startup ecosystem. I thrive in fast paced, multicultural environments and have extensive international project management experience after working in Turkey, Germany, UK, Sweden, Italy, Romania, Hungary, Czech, China, USA and Canada.

Analyse der Markt- / Wettbewerbsposition, Business-to-business (B2B), Business-to-Consumer (B2C), Design Thinking, Digitale Transformation, Digitalisierung, Kundenanalyse, Kundenberatung, Marketing- / Vertriebsanalyse, Marketing (allg.), Marktforschung / -analyse, Mehrprojektmanagement, Programm Management, Projekt - Berichtswesen, Projektleitung / Teamleitung, Reporting, Stakeholder-Analyse, User Experience (UX), Workshop - Kundenorientierung

3/2019 – 2/2020

• Reported directly to the CEO of Digital Technology (DT) and worked alongside the executive team; managed company-wide strategic goals and increased productivity and success of the CEO, executive team, and company
• Led short-term critical projects and various digital and IT programs that span several parts of the organization to keep the objectives on track (business reviews, objectives & key results)
• Advised cross-regional and cross-functional teams and key external partners on strategy and operations while leading customer experience and operational excellence initiatives
• Joined the CEO, and represented in executive meetings and ensured preparation and execution of decisions and follow-up actions with the executive team
• Developed and executed the engagement model for key stakeholders to the organization increasing efficiency and responsiveness into existing operations
• Supported the CEO in internal communication to the wider organization and in external communication of the digital and IT transformation at E.ON

Kundenberatung, Programm Management, Projektdurchführung, User Experience (UX)

6/2016 – 2/2019

• Developed and drove the global strategy of digital customer experience (CX) and NPS program, leading the digital transformation of marketing in UK and Germany through agile way of working (experience with JIRA, Confluence)
• Drove customer strategies at all levels of the organization as a senior advisor to E.ON’s European Heads of Customer Experience with record in driving CX transformation, which resulted in sustained ROI and NPS improvements
• Drove and led customer advocacy and CX transformation workstreams in group-wide digital programs across E.ON’s European countries
• Drove E.ON-wide implementation of CX programs and embedded group-wide customer-centric culture
• Activated the CX Community across the group by fostering internal and external best practice sharing and increase in communication. Delivered Design Thinking & Service Design trainings for E.ON’s colleagues.
• Managed Global Strategic Customer Experience and NPS performance across E.ON’s European countries delivering group-wide reporting, performance deep-dives and optimization of key game-changer initiatives

Business Analyse, CRM (Customer Relationship Management), Geschäftsfeldstrategie, Kommunikation (allg.), Kundenanalyse, Kundenberatung, Marketing- / Vertriebsanalyse, Marketing (allg.), Mehrprojektmanagement, Produktdesign, Projektmanagement (IT), Strategisches Marketing, User Experience (UX), Workshop - Kundenorientierung