Freelancer profile translated to English.
Back to original languageAbout Oscar
I help scale-ups grow by turning customer friction into revenue.
Many growing organizations find their customer journey starting to falter: operational costs are rising, NPS is stagnating, and data tells us what's happening, but not why. As aCertified Customer Experience Professional (CCXP)and psychologist, I bridge the gap between raw data and human behavior.
With experience at high-performance organizations likeCoolblueand **Eneco**, I bring a unique blend of psychological depth and technological innovation to your team.
What I can do for your scale-up:
- **AI-driven CX Optimization**: At Eneco, I developed an AI method to automatically categorize tens of thousands of customer feedbacks. I'll help you leverage AI tools to extract scalable, actionable insights from your data without increasing your team's workload.
- **Consumer Psychology in Digital**: With a Master's in Economic & Consumer Psychology, I understand the unconscious friction that causes churn. I translate behavioral insights into concrete improvements in the digital customer journey.
- **NPS & Contact Ratio Optimization**: At Coolblue, I achieved the highest NPS and lowest contact ratio ever within my department. I focus on solutions that increase customer satisfaction while reducing pressure on your operations.
- **Customer Journey Orchestration & Service Design**: I design and implement multidisciplinary customer journeys that are not only theoretically sound but also technically and operationally scalable for companies up to 200 employees.
- **Focus on Customer Revenue**: No vague advice, but business cases. I directly link CX improvements to KPIs such as conversion, retention, and EBITDA.
Shall we elevate your organization's customer journey to the next level? Contact me for a no-obligation introductory meeting.
Dutch
Native or bilingual
English
Fluent
Can work on-site
Rotterdam (up to 50km)
Experience
- MansoloExpert in Customer ExperienceDecember 2025 - Today (6 months)Rotterdam, NetherlandsDiscover:
- Analyzing the customer journey to visualize bottlenecks and friction points with real impact. I combine my expertise with available data, making it immediately clear which problems are most urgent.
- In-depth research using customer data and feedback to understand what's going wrong and why, utilizing tools like usability tests, NPS analyses, customer contact data, interviews, and surveys.
- Setting up and executing targeted feedback surveys at crucial moments in the customer journey to clarify root causes and eliminate assumptions.
Define (Insight & Focus):- Distilling and prioritizing customer problems based on impact, including quick wins and strategic opportunities, substantiated with necessary business cases for management.
- Presenting sharp, actionable insights through clear storytelling suitable for stakeholders at any level.
- Developing a Customer Experience Blueprint that enables organizations to take steps towards a better customer experience, both immediately and structurally.
Develop (Ideation & Prototyping):- Facilitating creative, multidisciplinary brainstorming sessions to develop broadly supported solutions.
- Prioritizing ideas to clarify which actions yield the most value and where resources can best be deployed.
Deliver (Implementation & Validation):- Guiding the entire implementation process, from prototyping to rolling out final solutions.
- Validating solutions through A/B testing, usability tests, and user feedback to assess if the desired effect is achieved.
- Implementing iterative optimizations until the solution optimally aligns with the customer and the organization.
- Evaluating and reporting results to provide insight into the impact on customer experience and business outcomes.
- Eneco NLCustomer Experience MarketeerENERGY AND UTILITIESAugust 2024 - November 2025 (1 year and 3 months)Rotterdam, Netherlands
- Improving the customer journey and experience by implementing solutions for identified customer problems based on data analysis of customer feedback.
- Developed an AI-driven method to automatically categorize customer feedback, enabling faster identification and more effective resolution of key customer issues.
- Won the Golden International Customer Experience Award (ICXA) for CX Team of the Year 2025
- Eneco NLProcess ExpertENERGY AND UTILITIESNovember 2023 - August 2024 (9 months)Rotterdam, Netherlands
- Guiding the migration of the customer service department of an acquired company to Eneco's main operations.
- Mapping and refining the continuous improvement process.
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Education
- Certified Customer Experience Professional Certified Scrum Product Owner®Certified Customer Experience Professional Certified Scrum Product Owner®
- Master's degreeLeiden University2019Economic & Consumer Psychology