• Conduct accurate, detail-oriented research on local websites to understand each brands' unique approach
• Summarise, analyse and synthesise findings and incorporate ongoing feedback from clients
• Develop slide deck and storyboard from scratch

Results:

• A detailed, 200-slide-strong powerpoint presentation including screenshots, comments and a scoring system to easily compare brands
• Multiple summary slides, both per retailer and per brand, to quickly scan the results
• Completion of the product with buffer to ensure ad-hoc feedback and requests could be incorporated

• Extensive customer research to develop MVPs and subsequent iterations as well as testing of product-market fit and go-to-market strategy
• External customer communication and sales as well as internal handover after the product has been established
• In-depth analysis and optimisation of all internal and external product processes
• (Further) development and optimisation of existing products (technical and logical bugs, features, UX/UI)

Results:

• Establishment of 2 independent products with PMF and a sustainable GTM strategy alongside the core business
• 83% cost reduction of an additional, already existing product
• 60% increased efficiency of the insurance declaration process
• Discovery of a billing error that granted the company ~?270k 

• Cross-company, comprehensive documentation, preparation and automation of complex processes focussed on the operations area
• Management of strategic and operational projects (e.g. reactivation campaign for 80k customers, foundation of a service GmbH, relaunch of the template and notification system) in cross-functional teams
• Support of various HR projects (e.g. development of feedback forms, promotion cycle and hiring criteria) as well as in the recruiting and selection process for various roles
• Organization and management of task forces for the rapid processing and resolution of operational challenges
• Research, requirement engineering and support in the technical implementation of various tools and programs (e.g. Datev as letter digitization partner)

• Creation of a clear, detailed overview of the customer journey and all relevant technical processes as a basis for process optimization and product enhancements
• Optimization and digitalization of several operational core processes to increase efficiency and reduce errors
• Significant reduction in workload for the Ops team through targeted, sustainable support

• Leading and operatively supporting the founding of a Service GmbH 
• Development of a roadmap, stakeholder management, communication design and rollout support
  

Result:

• Successful and timely set up of Service GmbH
  

• Consolidation and visualization of all automatically and manually sent client communication (E-Mail, SMS, Whatsapp, App Notification) 
• Adaptation and unification of messages to new processes/standards

Results:

• One clearly structured client communication framework 
• Reduction of manual work due to template adaption 
• Elimination of legal attack surface due to errors in client communication 

• Detailed, in-depth documentation and visualisation of the entire user journey, spanning 17 phases and 6-8 months, in Miro according to BPMN 
• Continuous exchange with all related teams (Ops, Finance, HR, Customer Service) to ensure accuracy 
• Modeling of scenarios and possible improvements in close collaboration with stakeholders
  

Result:

• One central, up-to-date Miro board detailing every customer action, touchpoint and internal process to be used for onboarding and internal development and improvement
  

• Detailed documentation of various Ops processes centred around tax advising, e.g. client communication, tax office communication and tax declaration optimisation in close collaboration with each team 
• Development of automation and digitisation opportunities with the IT department 
• Requirement engineering, risk mitigation and fine-turning of new digitised processes prior to roll-out 
• Communication and roll-out to Ops to ensure seamless transfer to new processes

Results:

• Successful transfer of multiple Ops teams to new processes
• Reduction of both manual work and human error
• This project was the foundation of multiple follow-up process redesign across the entire customer journey

• Introduction and implementation of Personio as a new HRM tool
• Redesign of the entire recruiting process with a clear focus on the needs of the company and all open positions
• Introduction and implementation of a sustainable, clearly structured feedback culture
• Introduction of unlimited vacation days for the entire company
• Continuous revision and optimization of existing HR and operational processes (e.g. commission regulations, shift plan, vacation and sick leave regulations)

Results:

• 85% reduction in turnover rate
• Reduction of sick days by 15%
• Significant improvement in time-to-hire
• Establishment of an open, sustainable self-service culture

• Extensive, high-level primary and secondary research and subsequent insight analysis and synthesis on a variety of projects spanning multiple clients and industries, both in sole ownership and parallel staffing
• Development of strategy, research plan, and storyboard in close cooperation with managers and principals
• Internal project organization, creative problem solving, and cross-country team coordination (UK/US)