Amsterdam, North Holland, Netherlands
I am a result-driven web professional with a passion for digital with a focus on the end user and extensive experience in e-commerce and in online selfcare. I like to work as a pivot between business and IT to benefit the customer. I thrive when I’m challenged by a clear business objective and a complex IT component. I have a proven ability to successfully analyze an organization's challenges, identify potential opportunities, and develop innovative solutions for increasing online sales and service. Combined with a wide understanding of online best practises and constant advancements. Keywords: Pragmatic, problem-solver, good communication skills, team worker, persuasive, stress resistant, flexible attitude and analytical. Specialties: Internet, e-commerce, intershop, digital strategy, webanalytics, portal implementation, customer selfcare, selfprovisioning, selfhelp, online experience, UX, online development, SEO, usability, accessibility, consumer web and international networking
As Director of UX, I manage a team of about 20 people, including designers and UX researchers. I oversee the design process to ensure seamless user experiences and drive innovative solutions. My role involves strategic planning, team leadership, and cross-functional collaboration.
Conceiving the digital vision and managing the digital strategy for KPN. Translating the digital vision into tactical themes, specifying the organization's objectives, developing processes and plans designed to achieve these objectives including allocating resources and budget. Accomplishments: • Boosted online satisfaction (+20 NPS) and sales conversion • Created a digital vision for KPN, design principles, KPI's and the digital roadmap 2012-2016
Overseeing business consulting effort that focuses on how to use information technology to meet our business objectives in a multichannel environment (web, mobile and contact center). In addition to providing advice, propose online improvements based on online analytics (A/B & MV testing), support IT implementations, deploy and administer IT systems on behalf of the business. Accomplishments: • Achieved 95% measurability of all customer journeys • Created 4+ rated MyKPN app for Mobile • Implemented the KPN Community for KPN users • Implemented MyKPN for fiber customers Other activities: - KPN500 High Potential member - Chairman of the International ETIS Telco workgroup
Started my own company to sell, design and develop websites. Learned many different skills and disciplines in the production and maintenance of websites. Includes different areas of web graphic design; interface design; authoring, user experience design and search engine optimization. Accomplishments: • Paid my way through school
Responsible for implementing knowledge management with the objective to improved performance, get a competitive advantage, the sharing of lessons learned, integration and continuous improvement of the organisation. Accomplishments: • Significant improvement of employee’s satisfaction with the implementation of a custom performance improvement tool