Transavia

I am an advocate for “the customer”. Bottom line it’s customers that define the organization’s success. To harness this power, it has been my challenge to create strong customer relationships. To achieve them, I rely on customer data driven insights and innovative techniques to create experiences that realize company growth. In this I always trust on finding a process that works for the customer but is also realizable for the organization. My path has taken me through academics, consultancy, corporate and scale-up. In each of these I have made a big impact with my profound knowledge of customer centricity, pragmatic go getter mentality and facilitative leadership.

Responsible for:

• Global customer experience both in ‘service’ as well as engagement for existing customers
• Scaling the customer service to match fast growth and setting up customer experience to drive down churn and boost retention
• Realizing digital service through the launch of a new My platform for our customer and boosting the e-mail lifecycle
• Standardizing global customer experience kpi’s, policies, processes, tools & systems
• Boosting customer centric decision making through for instance the realization of customer experience measurement

Work Experience:

Head of Global Customer Experience, FitForMe

Head of Customer Experience & Customer Service, Transavia

Expert Lead Customer Experiene, Eneco

Principal Consultant, EY VODW