Description

SENIOR BUSINESS CONSULTANT | CRM & CUSTOMER EXPERIENCE TRANSFORMATION

Supporting organisations in improving customer experience, business processes and digital capabilities through transformation and continuous improvement initiatives.

EXPERTISE

CRM & Customer Experience Transformation
Business Analysis & Requirements Management
Salesforce & ServiceMax Programmes
Product Ownership & Agile Delivery
Business Process Optimisation
Data Quality, Data Cleansing & Data Migration
CTI, ERP & Third-Party System Integration
Reporting, Analytics & Business Insights
Change Management, Training & User Adoption
Stakeholder Management & Cross-Functional Collaboration
Customer Service AI Solutions & Automation

EXPERIENCE ACROSS

Marketing
Sales
Customer Service
Field Service

PROJECT LIFECYCLE COVERAGE

Strategy, Vision & Discovery
Customer & User Experience Definition
Process Design & Gap Analysis
Solution Design & Delivery
Testing & Quality Assurance
Deployment & Go-Live Support
Training & Adoption
Continuous Improvement

APPROACH

Bridging the gap between business and technology teams to deliver practical, business-focused solutions. Experienced in working with global and cross-functional programmes, aligning processes, systems, data and people to achieve measurable business outcomes.

Industry field of expertise

Languages

German
Native or bilingual
English
Fluent
French
Conversational

Workplace preferences

Can work on-site

Geneva (up to 50km)

GVoelkl Consulting
Business Consultant (Freelance)
DIGITAL AND IT
June 2021 - Today (5 years)
Geneva, Switzerland
Providing consulting services for CRM, Customer Experience and Business Transformation.
Supporting global organisations in the definition and delivery of transformation programmes across Marketing, Sales, Customer Service and Field Service.
Key areas of expertise include:
• Business Analysis and Requirements Management
• CRM and Customer Experience Transformation
• Salesforce and ServiceMax Programmes
• Process Optimisation and Continuous Improvement
• Data Quality, Data Migration and Reporting
• ERP, CTI and Third-Party System Integration
• Change Management, Training and User Adoption
• Stakeholder Management and Cross-Functional Collaboration
Working across the full project lifecycle from strategy, discovery and solution design through delivery, testing, deployment and continuous improvement.
Salesforce Business analysis Digital Transformation Data analysis System Integration
Refinitiv
Director – Global Processes & Tools in Digital Business & Technology
DIGITAL AND IT
October 2018 - September 2019 (11 months)
Geneva, Switzerland
Designing End to End Customer Service Experience
Product Owner
UX/UI Design
AI for Customer Service
Digital Service Experience
Telephony Experience
Define the Desired User Experience based on Customer/User Research, Principles, Use Cases and Gap Analysis
Design Processes that support the desired experience.
Identify Requirements and capture User stories and Acceptance Criteria (via JIRA)
Act as Product Owner in several virtual Scrum teams (with 3rd Party vendors) across all time zones to
Manage UAT
Define ongoing Support Model
Change Management:
Go-Live/Cut Over Support: Define Approach and lead support activities: e.g. Command Centre, Floor Walkers, etc
Ongoing Service Operation
Customer Experience product owner Business analysis User Experience Design Requirements specification
Thomson Reuters
Director – Global Processes & Tools in Customer Operations
May 2011 - September 2018 (7 years and 4 months)
Geneva, Switzerland
Leading a team of Service Designers that delivered several key Customer Experience Programmes:
Product Owner for a new “in-Product” Digital Support Experience for the Refinitiv Flagship Product
Product Owner and Design team lead for the Thomson Reuters Enterprise wide solution of Service Cloud – delivering through all Programme Phases
Introduction of Artificial Intelligence solution for automated real-time Case Classification within Service Cloud
Design team leader defining and delivering a new Customer Experience for Customer Service as part of the migration from Siebel to Service Cloud: migration of 4500 Users globally in a “Big Bang” approach, while at the same time improving the end to end Service Experience
Defined the solution for “intelligent routing” for online Support Channels (Webforms, Live Chat) supporting sophisticated “follow the sun assignment” requirements
Introduction of Live Chat as a new support channel
Pilot for Social Media as a support channel