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This is my

Work Experience

This is a summarized overview of my recent professional experience. Want to see my full resume?

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In a nutshell...

. I’m specialized in (digital) product development and process optimization.
In complex product landscapes, customer journeys or projects I know how to create overview, simplify the situation and work out a strategy to create new or improved value.
I enjoy translating this strategy into concrete and realizable concepts and solutions. And I get excited when I can build and implement them with a team.
I am result driven, thorough, energetic and open. And I feel at home in an organisation that has an agile way of working and that supports gaining new experiences.

KLM Royal Dutch Airlines 2017-current

While on their flight, our AirFrance and KLM customers may want to stay in touch with loved ones, browse the internet, or continue work. We make this possible with our Inflight WiFi options.
AirFrance and KLM use multiple connectivity providers for our WiFi equipped aircraft fleet. Our team builds a custom platform and mobile-first front-end (onboard portal) to create a smooth and consistent inflight connectivity service throughout the whole fleet.
The onboard portal enables our customers to connect to the internet and view personalized flight info.

Passenger Clearance
Depending on the passenger's nationality and the destinations’ travel restrictions, it has become a nearly impossible challenge for our customers to know all regulations on needed travel & health documents for their trip.
Our Passenger Clearance program creates digital self-services for document checks (from booking flow to airport processes). Together with a development team, I am responsible for creating and carrying out the Passenger Clearance vision and roadmap. In particular by further developing the Customer Clearance API, as an important enabler in this program.

Digital Lounge
With the Digital Lounge team we design, build, implement and improve digital (self-service) products and services in the Lounges at the airport. E.g.
  • Self-service (paid) lounge access
  • Sleep cabin & shower resevations

KLM is one of the world leading and most innovative companies in providing customer service via social media. We service our customers 24/7 on multiple social channels such as WhatsApp, Facebook Messenger, Twitter and WeChat.
As a product owner within the social technology team, I worked together with an international development team to design and implement new services on KLM social media.
  • Develop agent tooling to enable our human agents to service our customers in an efficient and consistent way.
  • Using artificial intelligence and chatbots to assist agents in servicing our customers.
  • Designed, implemented and improved new services that show the innovative and caring values of KLM.
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UNICEF Netherlands 2016

Fundraising has always been challenging and competitive. Finding new and innovative ways of fundraising is key to ensure future success. In September 2016 a new concept was succesfully launched: UNICEF | geef-een-dag (UNICEF | give-a-day).
As part of the innovation team responsible for the design and implementation of this new proposition, I focused on the end-to-end customer processes, aiming to create an excellent customer experience and recurring donations.

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ING Netherlands2007-2015

Responsible for the continued implementation of a strategic vision for the payment product offering for approx. 7 mio consumer clients. Combining the realization of this strategic vision with a long-term IT transition to a new target landscape.
  • Setting cross-product business requirements for the product regsitration and customer processes.
  • Creating further support in the organization for a stronger focus on customer journeys and the emotional/subconscious customer experience, next to functional benefits of our products & processes.

Next to daily product management, responsible (together with marketing) for creating and realizing a strategic vision for my products: the payment packages for approximately 7 mio consumer clients and the interbank ‘Overstapservice’.
And part of a team to introduce a strong focus on customer journeys and a more subconscious/emotional customer experience next to functional benefits of our products.
  • Design, realisation and launch of a new payment package for consumer clients ("OranjePakket")
  • Closing down less successful products in order to simplify the product range.
  • Trained for and conducted in-depth customer interviews on customer experience.
  • Redesign of customer processes with a focus on the emotional customer experience.

End-to-end responsible for the payment packages for approximately 7 mio consumer clients, and the interbank ‘Overstapservice’. Managing the overall product supply chain, aiming to improve customer satisfaction and sales, whilst optimizing efficiency (Lean/Six Sigma) and C/I ratio.
  • Maximizing First Time Right
  • Minimizing throughput time
  • Structural prevention of complaints by solving root causes

During the traineeship, I had the opportunity to explore the fields of:
  • Productmanagement Savings - 6 months
  • Marketing for a specific target group (Students) - 10 months