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Eric ZwaapEZ

Eric Zwaap

Customer journey expert, project manager

€1,000/day
Nieuw-Loosdrecht, NL
15+ years

Average response time: 1 hour

Freelancer profile translated to English.
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About Eric

With my more than 25 years of experience, I am broadly deployable for managing, creating, and coordinating. I bring topics to the finish line or ensure that everything is done to achieve this. I prefer to do this for the external customer, but the internal customer can also count on my full attention and cooperation.

I map out the customer's wish or need and – usually in a team – ensure that the product or service aligns with it. This way, I deliver value for the customer.

I quickly feel at home in organizations, have a feel for company culture and politics, and communicate easily at various levels. I stand by my responsibilities and goals, easily build trust, know how to deal with stakeholders, and can, among other things, make efficient projects succeed. I look for opportunities and collaborations and do not let setbacks stop me.

And what do I bring?
◎ An enthusiastic and professional personality
◎ Broad and long-term experience
◎ Authenticity
◎ Creativity
◎ Focus on qualitative results
◎ The skills to collaborate
◎ Thinking in possibilities

How do colleagues describe me?
Colleagues describe me as a pleasant and effective sparring partner, creative, driven, critical, accurate, flexible, goal-oriented, hard worker, open person, humorous, bridge-builder, calm, positive, and constructive.
  • Dutch

    Native or bilingual

  • English

    Fluent

  • German

    Basic

Can work on-site
Nieuw-Loosdrecht (up to 50km), Utrecht (up to 100km), Amsterdam (up to 100km), 's Hertogenbosch (up to 100km)

Experience

  • DUFAS
    Project Manager
    BANKING AND INSURANCE
    March 2023 - Today (3 years and 3 months)
    Amsterdam, Netherlands
    Develop and set up College Tour where the CEOs of affiliated members of DUFAS (asset managers) will give guest lectures at universities.
    Project Management stakeholder management Event Management Communication Marketing
  • Sanquin
    Designer donor journey / business analyst
    MEDICAL
    November 2022 - Today (3 years and 7 months)
    Amsterdam, Netherlands
    design and further develop the donor journey. The donor gives blood or related products such as plasma. Having a clear picture of the journey is normally important, but especially for Sanquin. Donating is selfless, so a flawless experience is essential.
    Interviewing Service Design Customer Journey User Experience Design stakeholder management
  • WestlandUtrecht Bank
    Customer Journey Expert
    BANKING AND INSURANCE
    April 2017 - October 2022 (5 years and 7 months)
    Amsterdam, Netherlands
    Squad Preventive Management Focusing on customer behavior, identifying and monitoring the customer journey, and improving it where necessary. Developing strategies and resources focused on active and preventive management. Resources that can help a mortgage customer with a potential financial problem sooner.

    *Responsible for the implementation of the AFM (Dutch Authority for the Financial Markets) project 'approach to the file of Interest-only mortgages'.

    -Development and implementation of customer contact strategy
    -Development and implementation of customer journey
    -Development and implementation of outsourcing route
    -Responsible for internal (incl. ING) and external stakeholders (incl. supervisor AFM) and associated communication

    *Core team retention



    *Coordination (further) development of the customer environment MijnWUB, including the app


    *Core team 'Payment Break COVID-19 / corona'



    *Development and introduction of internal advice channel

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Education

  • Marketing, Commercial Economics
    Utrecht School of Applied Sciences
    1994
    Marketing, Commerciële economie
  • Pre-university education, not applicable
    RSG Erasmus,
    1990
    VWO, nvt

Skill set (15)

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