Hohentengen, Baden-Württemberg, Germany
I’ve always been drawn to situations where things don’t immediately make sense. In complex customer interactions, organisational processes, or learning environments, I am interested in what is actually happening beneath the surface of the procedure or the conversation. Over time, I noticed a recurring pattern in my work: I tend to understand, reformulate, and make sense of complex human situations—especially where communication breaks down or becomes emotionally charged. I translate this understanding into practical frameworks that help people navigate these situations more effectively in real work contexts. This includes designing learning approaches, communication tools, and structured ways of working that can be applied and developed inside organisations. At IKEA Switzerland, this led me to develop a training and capability-building programme focused on improving the quality of customer interactions in high-pressure situations. What started as an operational observation evolved into a structured framework for improving connection, communication, and behavioural flexibility in customer-facing teams. The programme has since been integrated into onboarding and further developed with team leaders and specialists for coaching and scaling. Across my career—in philosophy, health-related learning environments, translation work, and organisational training—I have consistently worked at the intersection of understanding and application: making complex ideas and situations understandable, and turning them into something practical and usable. I enjoy working where human behaviour, communication, and organisational learning meet—especially in contexts where better understanding can directly improve how people work and interact.
IKEA Switzerland Customer Resolution Specialist | Conversation & Capability Design 2022 – Present Context Working in high-volume customer resolution, I encountered a recurring gap: while operational procedures were clear, the human dynamics of difficult customer interactions were not explicitly addressed in onboarding or training. Observation Many customer interactions were not failing because of process issues, but because employees lacked structured ways to navigate emotional intensity, resistance, and complexity in real-time conversations. What I developed Based on this, I began designing and testing a practical framework for customer interaction quality, focusing on: - connection before solution delivery - understanding interaction dynamics under stress - improving adaptability in live conversations - experiential learning through role-based exercises (including internal exercises I developed) This evolved into a structured training programme: The Well-Designed Connection. Implementation The programme was introduced into onboarding and internal training formats, and later extended through: - train-the-trainer structures with specialists and team leaders - integration into live coaching practices - feedback loops for continuous refinement - adaptation toward sales environments and other departments Current status The framework is currently being further developed for broader application within IKEA Switzerland, including sales and additional customer-facing departments.
- Developed and facilitated trauma-informed communication and learning formats - Translated and edited philosophical and psychological texts - Contributed to publications on trauma-informed approaches - Designed and delivered communication and learning workshops
- Co-founded and developed a multidisciplinary health and learning centre focused on behavioural change, stress regulation, and wellbeing - Designed and delivered workshops and coaching programmes - Public speaking and facilitation of group learning processes - Organisational development and programme design