Mirko Jung

Tasked with entrepreneurial mandate to develop scalable CX advisory models and commercial go-to market frameworks for B2B and Tech/Durables sectors. Role concluded due to position elimination following strategic service portfolio realignment.

✓ Developed CX value propositions connecting enterprise transformation challenges to commercial advisory solutions across research, insights, and consulting contexts ✓ Orchestrated lead generation strategy through thought leadership content and account-based marketing to build €1 M new business pipeline ✓ Consulted senior client stakeholders on VoC system design and CX governance models, leveraging practitioner credibility from Infineon and Bosch transformations ✓ Role concluded due to position elimination following strategic service portfolio realignment.

Led strategic design and operational execution of enterprise-wide CX transformation at €16B semiconductor leader. Reported to Global CX VP as senior strategic and delivery lead. Built operating model, governance infrastructure, and VoC capability from ground up across global organization. Managed stakeholder alignment spanning 25-person practitioner community to C-level steering committee.

✓ Built and scaled CX organization: Hired and led team of 4 (disciplinary), onboarded and enabled Global CX VP, coached 6 functional peers across divisions, led corporate CX council of VP+ stakeholders across key journey stages, established governance framework for 25-person community of practice. Result: Created sustainable CX capability embedded in business operations. ✓ Developed multi-year CX strategy and roadmap: Architected transformation approach, led presentation to C-level for approval. Established executive steering committee and quarterly business review cadence. Result: annual budget authorization, organizational mandate secured. ✓ Delivered business impact through relational VoC: Designed and launched first relationship health program measuring customer satisfaction, loyalty drivers, and churn indicators across key accounts. Partnered with business units to develop targeted action plans. Result: Identified at-risk relationships worth €50M+ ARR, enabling proactive retention initiatives. ✓ Transformed VoC operational performance: Inherited low-performing transactional feedback system (2% response rate, limited adoption). Redesigned survey approach, stakeholder engagement model, and action frameworks. Result: Response rates increased to 7%, relational program achieved 30% response rate, established relational VoC as trusted business intelligence source.

✓ Bridged organizational silos through customer journey design: Revamped enterprise journey model to enable cross-departmental collaboration and seamless digital touchpoint orchestration. Conducted strategic segmentation and persona development for diverse B2B buyer roles. Result: Shared framework adopted across sales, marketing, service, and digital teams. ✓ Pioneered AI-driven insights automation: Identified operational bottleneck in manual analysis of unstructured customer feedback. Developed and deployed first AI use case for automated text analysis in case management system. Result: Reduced insight-to-action cycle time by 40%, improved detection of systemic issues. ✓ Established enterprise-wide CX metrics framework: Led change management from fragmented legacy measurement to standardized KPI system (NPS, CES, CSAT; CAC, CLV). Developed reporting infrastructure and stakeholder training. Result: Consistent performance tracking across 15+ business units, executive-level visibility into CX trends. ✓ Transformed team operating model to agile principles: Diagnosed inefficiencies in waterfall planning approach. Introduced Kanban, Scrum, and hybrid methodologies tailored to CX operations context. Coached team through transition, established rhythm of delivery. Result: Improved task execution rate by 30%, higher stakeholder satisfaction scores, reduced backlog aging.