Duggingen, Basel-Country, Switzerland
I lead customer service and customer experience transformation with a focus on turning traditional service organizations into strategic drivers of customer loyalty, operational excellence, and business value. In my current role, I am responsible for Customer Excellence & Reception, covering service strategy, operating model design, quality management, and continuous improvement. I have driven the modernization of customer service through digitalization, self-service expansion, and contact channel optimization, ensuring a consistent and seamless customer experience across all touchpoints. This includes designing and implementing the service operating model, KPI framework, governance structures, and quality management system. A key focus of my work is service transformation, including customer journey improvements, service automation, and the development of AI-ready service capabilities and digital service models. I strongly believe in data-driven service management. By combining operational KPIs, customer insights, and journey analytics, I enable targeted improvements in both customer experience and operational performance. As a leader, I focus on building high-performing teams, driving a culture of continuous improvement, and aligning customer service closely with business and technology stakeholders.
Driving the strategic evolution of customer service from an operational support function to a key enabler of customer loyalty, service excellence, and long-term business value. • Defined and executed the Customer Service Excellence strategy, establishing a sustainable framework for customer-centric transformation across the organization. • Led the modernization of customer service through digitalization, self-service expansion, contact channel optimization, and future-oriented service operating models. • Developed the service center's digital roadmap, including service automation initiatives and preparation for AI-supported customer service capabilities. • Designed and implemented the customer service operating model, service governance structures, KPI framework, and performance management routines to drive transparency and accountability. • Established a structured Case Quality Management framework to strengthen service quality, coaching effectiveness, compliance, and customer outcomes. • Led strategic service transformation programs and customer journey improvements to enhance customer experience and operational efficiency. • Championed data-driven decision-making by leveraging customer insights and service performance metrics to identify improvement opportunities and support strategic priorities. • Fostered a culture of customer excellence, continuous improvement, and change adoption through leadership, coaching, and capability development initiatives. • Ensured regulatory compliance, data protection, knowledge governance, and operational readiness across customer service operations. • Partnered closely with business and technology stakeholders to align customer service capabilities with organizational objectives and evolving customer expectations. • Managed the Customer Excellence & Reception team with full accountability for people leadership, organizational development, and budget responsibility.
Responsible for the strategic product vision, roadmap, and continuous development of Salesforce Service Cloud and Experience Cloud as core enablers of digital customer service transformation. • Owned the end-to-end product strategy for Salesforce Service Cloud and Experience Cloud, driving the evolution of customer service towards a digital, scalable, and omnichannel experience. • Led the integration of Salesforce with SAP and surrounding enterprise systems to enable seamless end-to-end customer processes, automation, and data consistency. • Defined and prioritized the product roadmap and backlog based on business value, customer needs, and strategic service objectives, ensuring alignment with KPIs, SLAs, and long-term service goals. • Acted as key driver for customer service digitalization, including process optimization, service efficiency improvements, and enablement of self-service capabilities through Salesforce Experience Cloud. • Led cross-functional agile product teams (SCRUM) including development, UX/UI, and CX stakeholders, ensuring delivery of high-quality solutions with strong user and customer impact. • Established and governed a structured service catalog and supported the definition of service standards, demand and resource management, and performance measurement frameworks. • Actively contributed to an AI Community of Practice, identifying and developing AI use cases within Salesforce, including the successful implementation of AI-driven features to improve customer processes and service efficiency. • Served as strategic interface between business, IT, and customer service operations, translating customer journey and service requirements into scalable digital product capabilities.
• Analyze market trends to identify opportunities for product enhancements. Utilizing Salesforce analytics tools to gather insights and make data-driven decisions. • Requirement engineering: gather and document requirements from stakeholders and translate them into user stories including acceptance criteria. • Lead test management ensuring the quality and reliability of the product.
• Plan and lead Kaizen events, workshops, and rapid improvement projects. Facilitate cross-functional teams to brainstorm solutions and implement changes. • Consult the C-level management board, line management and SMEs on identifying inefficient processes and bottlenecks accross the organization. • Develop the company-wide continuous improvement / lean management program and promote a culture of continuous improvement.
• Shape the HR digital agenda through trend analysis and benchmarking for innovation opportunities. • Implement HR payroll Chatbot to improve accessibility and streamline operations at Roche. • Develop and deliver training programs to equip employees with skills for adopting new tools and processes. • Change management to ensure the needed mindset within the organization.
• Lead digital transformation projects like Sharepoint to Google Drive migration and global SAP to Workday transition. • Launch and lead a company-wide Continuous Improvement Program involving 120 employees, fostering a Lean Six Sigma mindset. • Leadership of a community of 15 continuous improvement agents engaging in process improvements. • Offer essential coaching and training to senior management, enabling them to excel as program sponsors.
• Pioneer SLAs and KPIs for rigorous HR process performance monitoring. • Offer consultative insights to senior management in monthly review meetings, driving improvements and implementing changes. • Uphold data integrity and audit compliance in HR systems, including SAP and Workday.
• Create management reports to assess training effectiveness, quality, efficiency, and cost performance, promoting transparency. • Enhance training efficiency and quality by designing and streamlining processes in planning, implementation and post-processing. • Provide strategic advice to senior managers to improve cost-effectiveness and training quality, contributing to SBB's success.
• Improve the talent management database through feasibility studies and needs assessment in collaboration with key users. • Perform statistical analysis to assess success rates, gender and age distribution in assessment methods. • Evaluate the annual company-wide potential and performance review process, culminating in comprehensive report creation.