Stuttgart Region
Over the past 20 years, I have led large-scale transformation initiatives across 140+ markets, impacting more than 40,000 employees and delivering measurable improvements in customer satisfaction, growth, and operational performance. My focus is on translating strategy into execution — embedding customer-centricity, data-driven decision making, and continuous improvement into the core of the business. Currently, I lead the modernization and premium repositioning of a global service platform and act as business lead for AI-enabled transformation across Customer Experience and Business Excellence, ensuring sustainable adoption and measurable business impact. I am particularly interested in transformation challenges in growth-oriented, customer-centric industries such as technology, platforms, mobility, professional services, and premium consumer businesses. Expertise: Customer Experience Transformation · AI-Enabled Business Change · Operational Excellence · Digital Transformation · Organizational Design · Leadership Development · Growth Enablement
AI-Enabled CX & Business Transformation • Leading the modernization and strategic repositioning of a global service platform across Europe and international markets. • Acting as business lead for AI-enabled transformation across Customer Experience and Business Excellence. • Embedding KPI-driven performance management and continuous improvement into service operations. • Digitizing core service processes to improve efficiency, transparency, and customer outcomes. • Driving adoption of new standards and ways of working as change leader. AI Enablement & Adoption • Serving as AI Spoke for the CX & Business Excellence division within the cross-divisional AI Core Team (Sales & Marketing), orchestrating AI adoption across 1,500 employees • Designed and currently rolling out a portfolio of maximally customized Copilot Masterclasses — tailored to individual team needs to accelerate hands-on capability building • Built and activated a multiplier network of AI champions; running targeted individual coaching tracks to ensure fast, sustainable adoption at scale • Translating AI strategy into measurable execution: from program design through rollout governance and impact tracking Customer Ownership Program • Overseeing marketing & communication, training, and digitalization workstreams within a strategic repositioning of Porsche's global customer ownership program • Customer centric re-design of CX program during ownership phase elevating communication and training delivery • Focused on deepening customer loyalty and lifetime value in the premium automotive segment
Global Customer Experience & Capability Transformation • Led a global transformation program impacting 40,000+ employees across 140+ markets. • Integrated CX, sales performance, digital enablement, and leadership development into one global framework. • Built data-driven governance models connecting learning, performance, and business outcomes. • Launched AI-powered and digital learning platforms to accelerate capability building. • Contributed to a +3pp increase in global customer satisfaction and measurable sales performance uplift.
Global Operational & Retail Transformation • Founded and scaled a global Business Excellence function across retail and operations. • Delivered +2pp revenue growth and double-digit customer satisfaction improvement. • Built global performance dashboards and best-practice ecosystems. • Pioneering with a corporate, global executive MBA program fostering leadership excellence and industry- specific knowledge transfer, honored with prestigious awards from the German Ministry for Education, from St. Gallen Leadership, and EFMD, recognizing excellence in education and leadership. • Recognized as a benchmark within the Volkswagen Group for global performance transformation.
Business Development & Go-to-Market Transformation • Led business development and go-to-market strategy for connected mobility and telematics innovations across European markets. • Managed a partner ecosystem spanning OEMs, technology providers, and start-ups to accelerate market entry and commercialization. • Translated emerging technologies (connected car, telematics, digital services) into scalable commercial and customer propositions. • Supported early-stage venture growth through structured market analysis, customer validation, and commercialization roadmaps.
Large-Scale Business & Operating Model • Advised executive teams on strategy, operating model design, and governance for transformation programs. • Designed and implemented PMO and transformation management structures for complex, stakeholder initiatives. • Supported organizational redesign, process harmonization, and capability building across business and operational functions. • Partnered with client leadership to align strategic intent with execution, change, and measurable outcomes.