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Welcome to my professional portfolio

As a Senior Customer Experience (CX) Strategist, I am passionate about driving customer-centric transformation by uniting people and applying Design Thinking principles. 

 

Over the past five years, I have led CX programs across various industries, ranging from Food to Finance, to enhance customer satisfaction and loyalty by consistently aligning customer needs with business goals and operational efficiencies to create seamless, impactful experiences.

 

My portfolio showcases a blend of creative problem-solving and collaboration in optimizing end-to-end customer journeys, ultimately building stronger customer relationships.

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From product-centric to customer-centric Rabobank

Established and managed a customer centric transformation program for Rabobank, that increased employee efficiency by 20%, data-driven decision making by 30%, CSAT over 15%, and upsell and cross-sell opportunities by 25%.

A seamless experience for users and employees

A strategy and guidance to work customer centric helped employees to deliver a cohesive brand and user experience, resulting in an average increase of 15% CSAT, 10% CES, and 20% employee efficiency.

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Helping businesses in their sustainable transition at Eneco

Improving the end-to-end journey for business customers to help them transition to green energy by discovering their basic needs and preferred channels, synthesized in a roadmap with 30 actionable solutions that resulted in 15% increase in CSAT, and 10% customer retention.

A new tool to support schools in a Healthy lifestyle

Redesigned an online environment that guides schools in their healthy lifestyle, through uncovering user needs in focus groups and user testing, into design requirements and validated wireframes. 

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