Product Owner, Service Design Thinker, Innovation Coach, Change Manager
Aktualisiert am 13.08.2024
Profil
Freiberufler / Selbstständiger
Verfügbar ab: 13.08.2024
Verfügbar zu: 100%
davon vor Ort: 100%
Strategieberatung
Service Design
Prozessentwicklung
Agile Coach
Innovationsmanagement
Coaching
Trainer
digitale Geschäftsentwicklung
Marktstudie
UX
German
mother tongue
English
fluent

Einsatzorte

Einsatzorte

Munich (+200km)
Deutschland, Schweiz, Österreich
nicht möglich

Projekte

Projekte

1 year 1 month
2022-07 - 2023-07

develop a new self-service portal

SENIOR SERVICE DESIGN & PROXY PRODUCT OWNER
SENIOR SERVICE DESIGN & PROXY PRODUCT OWNER
  • The goal of this project is to develop a new self-service portal for B2B clients, analysing the most important services from end to end, and co-creatively conceptualise with stakeholder
  • Tasks: analysing end to end journeys, translating them into user stories, creating UX prototypes, stakeholder management, roadmap management
  • Role: service designer, analyst, proxy PO, UX design, workshop facilitation
Wien Energie, Vienna (Austria) ? 100% Remote
5 months
2022-01 - 2022-05

ramp up the digital end to end customer experience

SENIOR SERVICE DESIGN CONSULTANT
SENIOR SERVICE DESIGN CONSULTANT
  • The aim of the projects was to ramp up the digital end to end customer experience, by including customer voices from the beginning by conducting research and testing first prototypes, developing innovative service concepts
  • Tasks: research, creating CX/UX concepts, analysing end to end journeys, translating it into user stories
  • Role: service designer, researcher and user testing, UX design, workshop facilitation
Impuls AG; BASF Incubator, Vienna (Austria) ? 100% Remote
10 months
2021-03 - 2021-12

support and coaching the business tribe

B2B SERVICE DESIGN CONSULTING
B2B SERVICE DESIGN CONSULTING
  • The goal of this project was to support and coach the business tribe to create better holistic experiences for business customers, create a common language in the tribe and ensure customer-centricity in an agile work setting
  • Establishing research-based business personas, journey maps and service blueprints, working in a scrum setting
  • Role: service design coach, minor UX task, conducting user testing session and persona research
A1 Telekom, Vienna (Austria) ? 100% Remote
5 months
2019-09 - 2020-01

CX toolbox

AGILE AND CX TRANSFORMATION
AGILE AND CX TRANSFORMATION
  • How might we create a CX toolbox that aligns with an agile working style, connects to existing internal design principles, and helps to generate a cross-functional understanding of the consumer experience?
  • Conducting coaching and training with product owners to ensure consumer-centricity over all the project phases
  • Applying service design tools and methods to create a CX playbook adjusted for agile product teams
Adidas, Herzogenaurach (Germany) - on-site

Aus- und Weiterbildung

Aus- und Weiterbildung

6 months
2021-10 - 2022-03

Systemic Consulting and Coaching

Neuwaldegg, Austria
Neuwaldegg, Austria
1 month
2018-08 - 2018-08

Facilitation Masterclass

Co-Creation School, Nurnberg
Co-Creation School, Nurnberg
1 month
2017-11 - 2017-11

This is Service Design Doing

Executive School, Amsterdam
Executive School, Amsterdam
1 year 11 months
2013-09 - 2015-07

MASTER OF ARTS IN BUSINESS

Management Centre Innsbruck, Austria
Management Centre Innsbruck, Austria
  • Master program: Entrepreneurship & Tourism
  • Specialization: Strategic Management & Innovation
  • Master thesis: on request
3 years 6 months
2009-09 - 2013-02

BSC SPORT MANAGEMENT

University of Innsbruck, Austria
University of Innsbruck, Austria
3 years 11 months
2008-09 - 2012-07

BSC MANAGEMENT & ECONOMICS

University of Innsbruck, Austria
University of Innsbruck, Austria

Kompetenzen

Kompetenzen

Top-Skills

Strategieberatung Service Design Prozessentwicklung Agile Coach Innovationsmanagement Coaching Trainer digitale Geschäftsentwicklung Marktstudie UX

Produkte / Standards / Erfahrungen / Methoden

Skills

  • Business design, service design, critical thinking, design thinking, design research, data evaluation, system mapping, value proposition design, journey mapping, blueprinting
  • MS Office, Jira, Confluence, Figma, Miro, Smaply


Work Experience

08/2019 ? PRESENT

Role: BUSINESS & SERVICE DESIGN CONSULTANT

Customer: Self-employed Consultant, Innsbruck (Austria) 


Tasks:

  • Service design & service innovation, providing an outside-in and human-centered perspective to uncover new business opportunities to create value for business and customers by improving business models, processes and customer experience
  • Business transformation and change management, helping to embed service design thinking in organisations by developing internal capabilities with training, coaching, CX tools and methods.
  • Clients: adidas, Wien Energie, Sonnen GmbH, Mercedes, A1


11/2017 ? 08/2019

Role: HEAD OF SALES AND CONSULTING

Customer: More than Metrics, Innsbruck (Austria)


Tasks:

  • On-site and virtual service design workshops, product presentations and trainings for different industries (e.g., banking and telecommunication)
  • Part of external consulting projects and internal service design projects
  • Consulting enterprise clients on embedding and scaling service design in organizations
  • Growing and steering sales lead generation via different channels
  • Implementing new customer-centered sales initiatives and creating materials for a fast-growing customer demand


10/2015 ? 10/2017

Role: ACCOUNT MANAGER

Customer: Booking.com, Innsbruck (Austria)


Tasks:

  • Consulting Booking.com partners on online sales strategies and marketing
  • Growing and steering the portfolio to support Booking.com fast growing customer demand in Austria
  • Conceptualizing branding and sales campaigns on regional levels

Einsatzorte

Einsatzorte

Munich (+200km)
Deutschland, Schweiz, Österreich
nicht möglich

Projekte

Projekte

1 year 1 month
2022-07 - 2023-07

develop a new self-service portal

SENIOR SERVICE DESIGN & PROXY PRODUCT OWNER
SENIOR SERVICE DESIGN & PROXY PRODUCT OWNER
  • The goal of this project is to develop a new self-service portal for B2B clients, analysing the most important services from end to end, and co-creatively conceptualise with stakeholder
  • Tasks: analysing end to end journeys, translating them into user stories, creating UX prototypes, stakeholder management, roadmap management
  • Role: service designer, analyst, proxy PO, UX design, workshop facilitation
Wien Energie, Vienna (Austria) ? 100% Remote
5 months
2022-01 - 2022-05

ramp up the digital end to end customer experience

SENIOR SERVICE DESIGN CONSULTANT
SENIOR SERVICE DESIGN CONSULTANT
  • The aim of the projects was to ramp up the digital end to end customer experience, by including customer voices from the beginning by conducting research and testing first prototypes, developing innovative service concepts
  • Tasks: research, creating CX/UX concepts, analysing end to end journeys, translating it into user stories
  • Role: service designer, researcher and user testing, UX design, workshop facilitation
Impuls AG; BASF Incubator, Vienna (Austria) ? 100% Remote
10 months
2021-03 - 2021-12

support and coaching the business tribe

B2B SERVICE DESIGN CONSULTING
B2B SERVICE DESIGN CONSULTING
  • The goal of this project was to support and coach the business tribe to create better holistic experiences for business customers, create a common language in the tribe and ensure customer-centricity in an agile work setting
  • Establishing research-based business personas, journey maps and service blueprints, working in a scrum setting
  • Role: service design coach, minor UX task, conducting user testing session and persona research
A1 Telekom, Vienna (Austria) ? 100% Remote
5 months
2019-09 - 2020-01

CX toolbox

AGILE AND CX TRANSFORMATION
AGILE AND CX TRANSFORMATION
  • How might we create a CX toolbox that aligns with an agile working style, connects to existing internal design principles, and helps to generate a cross-functional understanding of the consumer experience?
  • Conducting coaching and training with product owners to ensure consumer-centricity over all the project phases
  • Applying service design tools and methods to create a CX playbook adjusted for agile product teams
Adidas, Herzogenaurach (Germany) - on-site

Aus- und Weiterbildung

Aus- und Weiterbildung

6 months
2021-10 - 2022-03

Systemic Consulting and Coaching

Neuwaldegg, Austria
Neuwaldegg, Austria
1 month
2018-08 - 2018-08

Facilitation Masterclass

Co-Creation School, Nurnberg
Co-Creation School, Nurnberg
1 month
2017-11 - 2017-11

This is Service Design Doing

Executive School, Amsterdam
Executive School, Amsterdam
1 year 11 months
2013-09 - 2015-07

MASTER OF ARTS IN BUSINESS

Management Centre Innsbruck, Austria
Management Centre Innsbruck, Austria
  • Master program: Entrepreneurship & Tourism
  • Specialization: Strategic Management & Innovation
  • Master thesis: on request
3 years 6 months
2009-09 - 2013-02

BSC SPORT MANAGEMENT

University of Innsbruck, Austria
University of Innsbruck, Austria
3 years 11 months
2008-09 - 2012-07

BSC MANAGEMENT & ECONOMICS

University of Innsbruck, Austria
University of Innsbruck, Austria

Kompetenzen

Kompetenzen

Top-Skills

Strategieberatung Service Design Prozessentwicklung Agile Coach Innovationsmanagement Coaching Trainer digitale Geschäftsentwicklung Marktstudie UX

Produkte / Standards / Erfahrungen / Methoden

Skills

  • Business design, service design, critical thinking, design thinking, design research, data evaluation, system mapping, value proposition design, journey mapping, blueprinting
  • MS Office, Jira, Confluence, Figma, Miro, Smaply


Work Experience

08/2019 ? PRESENT

Role: BUSINESS & SERVICE DESIGN CONSULTANT

Customer: Self-employed Consultant, Innsbruck (Austria) 


Tasks:

  • Service design & service innovation, providing an outside-in and human-centered perspective to uncover new business opportunities to create value for business and customers by improving business models, processes and customer experience
  • Business transformation and change management, helping to embed service design thinking in organisations by developing internal capabilities with training, coaching, CX tools and methods.
  • Clients: adidas, Wien Energie, Sonnen GmbH, Mercedes, A1


11/2017 ? 08/2019

Role: HEAD OF SALES AND CONSULTING

Customer: More than Metrics, Innsbruck (Austria)


Tasks:

  • On-site and virtual service design workshops, product presentations and trainings for different industries (e.g., banking and telecommunication)
  • Part of external consulting projects and internal service design projects
  • Consulting enterprise clients on embedding and scaling service design in organizations
  • Growing and steering sales lead generation via different channels
  • Implementing new customer-centered sales initiatives and creating materials for a fast-growing customer demand


10/2015 ? 10/2017

Role: ACCOUNT MANAGER

Customer: Booking.com, Innsbruck (Austria)


Tasks:

  • Consulting Booking.com partners on online sales strategies and marketing
  • Growing and steering the portfolio to support Booking.com fast growing customer demand in Austria
  • Conceptualizing branding and sales campaigns on regional levels

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