Munich, Bavaria, Germany
With over two decades at McKinsey & Company, thereby 8 years as a Partner, I have cultivated expertise in management consulting, Strategy, and holistic AI and operations transformations. Over the past decades, I’ve helped leading operators, tech, and software companies accelerate growth, master large-scale transformations, and harness AI to elevate both customer experience and operational performance. My edge lies at the intersection of strategy and execution — blending deep industry insight with hands-on implementation. I bring a proven ability to translate bold ambitions into measurable results, particularly by embedding AI, analytics, and agile ways of working into the fabric of an organization. My mission: to help clients navigate disruption, unlock efficiency, and achieve sustainable impact. Selected Achievements AI Transformation at Scale: Designed and deployed an AI-driven capability-building platform for 4,000 care agents and 3,000 field technicians — boosting NPS by 14 points and First-Time Resolution by 15%.: https://www.mckinsey.com/industries/technology-media-and-telecommunications/how-we-help-clients/empowering-telecom-employees-with-personalized-ai-powered-training-and-coaching-tools#/ Customer Loyalty Reinvention: Built an end-to-end engagement and rewards program from concept to rollout, significantly increasing customer lifetime value. Enterprise Merger Integration: Led the merger of two major entities into a unified COO organization of 38,000 employees — delivering early efficiency gains through robust design and execution. Agile Enterprise Redesign: Drove a holistic agile transformation of major Telco, enhancing speed, innovation, and cross-functional collaboration. Cost Transformation: Orchestrated a 30% OPEX reduction over three years through data-driven decision-making and automation. Areas of Expertise Strategy & Growth: Helping leading TMT players define and execute bold growth agendas. AI & Analytics: Building and scaling data-driven solutions such as Advanced Voice Analytics (AVA) and Frontline.ai to enhance insight and performance. Shaping the Agentic future. Customer Experience: Designing operating models and service strategies that drive loyalty, engagement, and differentiation. Operational Excellence: Delivering sustainable efficiency through agile, digital, and automation-led transformation, while Co-leading McKinsey’s Global Customer Operations & Experience Service Line. In short: I help organizations navigate disruption, scale what works, and sustain growth — always with the customer at the center.
Planned sabbatical focused on family travel, reflection, and preparation for the next professional chapter.
Over the past decades, I’ve helped leading operators, tech, and software companies accelerate growth, master large-scale transformations, and harness AI to elevate both customer experience and operational performance. My edge lies at the intersection of strategy and execution — blending deep industry insight with hands-on implementation. I bring a proven ability to translate bold ambitions into measurable results, particularly by embedding AI, analytics, and agile ways of working into the fabric of an organization. Selected Achievements AI Transformation at Scale: Designed and deployed an AI-driven capability-building platform for 4,000 care agents and 3,000 field technicians — boosting NPS by 14 points and First-Time Resolution by 15%. Customer Loyalty Reinvention: Built an end-to-end engagement and rewards program from concept to rollout, significantly increasing customer lifetime value. Enterprise Merger Integration: Led the merger of two major entities into a unified COO organization of 38,000 employees — delivering early efficiency gains through robust design and execution. Agile Enterprise Redesign: Drove a holistic agile transformation of major Telco, enhancing speed, innovation, and cross-functional collaboration. Areas of Expertise: Strategy & Growth: Helping leading TMT players define and execute bold growth agendas. AI & Analytics: Building and scaling data-driven solutions such as Advanced Voice Analytics (AVA) and Frontline.ai to enhance insight and performance. Shaping the Agentic future. Customer Experience: Designing operating models and service strategies that drive loyalty, engagement, and differentiation. Operational Excellence: Delivering sustainable efficiency through agile, digital, and automation-led transformation, while Co-leading McKinsey’s Global Customer Operations & Experience Service Line.