Freelancer profile translated to English.

Description

I support companies in clearly structuring customer experience, CRM, and digital customer processes and translating them into actionable measures. My focus is on customer journeys, CRM and portal processes, loyalty, churn, consent management, and business IT requirements.

My strength lies in quickly understanding complex topics, cleanly sorting requirements, and deriving clear next steps for strategic decisions, digital projects, and operational implementation.

Industry field of expertise

Languages

German
Native or bilingual
English
Fluent
Turkish
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Düsseldorf (up to 50km)

Wants & Needs UG (haftungsbeschränkt)
Founder & Strategy Consultant
CONSULTING AND AUDITS
May 2026 - Today (3 months)
I support companies in the strategic development of customer experience, CRM, and digital customer processes.

To this end, I analyze customer journeys, positioning, value proposition, loyalty and churn logics, as well as business IT requirements, and translate them into clear decision-making bases, roadmaps, and actionable measures.
Customer Relationship Management (CRM) Customer Journey Customer Experience Digital Transformation
Iskander Business Partner GmbH
Management Consultant CRM & Customer Experience
CONSULTING AND AUDITS
December 2022 - September 2025 (2 years and 9 months)
Consulting companies on strategic and operational issues related to customer experience, CRM, digital customer processes, and transformation. The focus of my work was the analysis of customer journeys, CRM and portal processes, the recording and structuring of functional requirements, and the translation of business goals into epics, user stories, roadmaps, and decision papers.

I worked at the interface between business departments, IT, and management, moderated stakeholder coordination, prepared management presentations, and supported the prioritization of measures. Project content included, among others, customer journey optimization, digital portal landscapes, consent management, loyalty/churn logics, personalized customer communication, and business case evaluation.
Customer Journey Customer Relationship Management (CRM) Customer Experience Digital Transformation
Telekommunikationsunternehmen
Business Analyst
TELECOMMUNICATIONS
April 2024 - September 2025 (1 year and 5 months)
Portal Consolidation & Migration to a Central Self-Service Portal
Analysis of existing customer portals, digital processes, and customer journeys in the self-service context
Recording, structuring, and prioritizing functional requirements in coordination with business, IT, and relevant stakeholders
Translation of functional requirements into epics, user stories, backlog inputs, and actionable work packages
Support in the conception of a central self-service portal for consolidating multiple existing portal solutions
Interface function between business departments, development/IT, and project management
Preparation of decision bases, status documents, and management presentations
Scrum Customer Journey Digital Transformation Business analysis