Freelancer profile translated to English.
Back to original languageAbout Justina
Are you looking for someone who delivers real insights and takes your customer strategy to the next level? I can help you not only think about customer centricity in your company but also live it. As a freelancer with 15 years of experience in data-driven Customer Experience, I support you in creating real added value with innovative and clearly actionable solutions.
How I can support you:
- Smart Voice-of-the-Customer (VoC):Together, we will set up a VoC program that bundles feedback across channels and delivers actionable learnings – simple, efficient, and scalable. I will select the right tools and technologies based on your needs such as complexity and data volume, etc.
- Customer feedback that rocks:Data is gold, but only if you use it correctly. I will make complex data understandable for you and create dashboards that provide clarity and facilitate decision-making.
- CRM that really works:Whether Salesforce or other tools – I will help you design your CRM in a way that delights your team and your customers equally.
- Process optimization with a wow effect:Complicated workflows? Not with me. I will show you how to digitize your processes and inspire your teams for new tools and strategies.
- Workshops that drive real change: My interactive sessions inspire your team to work cross-functionally and implement concrete measures. With my specially developed CX framework "From Voice to Action" and innovative Design Thinking methods, I will support you in transforming customer feedback into tangible improvements. Together, we will create clear action points that deliver real impact – for your customers and your business.
Why me?Clear solutions, real results – practical and tech-driven. With a psychology background and a hands-on mentality, I implement smart CX solutions. Let's get started! 🚀
German
Fluent
English
Fluent
Lithuanian
Native or bilingual
Can work on-site
Zürich (up to 50km)
Experience
- Adecco Group AGHead of Customer ExperienceJanuary 2021 - June 2024 (3 years and 6 months)Zürich, Switzerland• Founding and leading the Center of Excellence for Customer Experience, responsible for defining global standards in customer service, analyzing customer needs, and providing training to optimize the digital customer experience in over 40 countries.• Leading the global CX team in implementing Customer Experience Management programs, developing innovative recommendations for action, and implementing digital tools to improve the digital customer experience.• Implementing a company-wide, AI-based analysis platform that transformed unstructured customer feedback into strategic insights, thereby significantly increasing customer satisfaction.
- Adecco Group AGSenior Manager Customer ExperienceJanuary 2020 - January 2021 (1 year)Zürich, Switzerland• Leading the team in the implementation and execution of global customer feedback programs. Ensuring high-quality insights.• Process optimization through workflow automation to increase data delivery speed by 60%. This enabled early identification and resolution of customer issues.
- Adecco Group AGData Analytics Project Manager - Team LeadSeptember 2016 - January 2020 (3 years and 4 months)Zürich, Switzerland• Leading cross-functional collaboration to modernize customer satisfaction management: Conception and implementation of a framework for monitoring the customer journey in CRM systems, conducting comprehensive research programs.
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Education
- Industrial and Organizational PsychologyUniversity of Zurich2011Master of Science
- ICPSR Summer Program for Quantitative ResearchUniversity of Michigan,2010ICPSR Summer Program for Quantitative Research
Certifications
- Six Sigma Green BeltSix Sigma College Düsseldorf2022