Digital lead

Led four digital programs: Client Portal, CRM, CDP, and Omni-Contact. Built the operating model, teams, and project tech stack. Delivered portal prototypes, CRM and CDP assessments, and omni-contact service blueprint.

Product lead

Led the start of nourOS: an enterprise AI operating system (copilot). Built the product teams, operating model, and project tech stack. Delivered two proof of concepts focussed on conversational UX, AI agent orchestration, and system integrations.

Product lead

Led the redesign of the new consumer banking app, retail website, and in-app brand experiences. Delivered a conversational-first IA, navigation, onboarding flows, and home feed concept. Shaped the branded interactions, assets, and UI across all customer segments.

Transformation lead

Led the transformation of a 1500+ FTE service center into an agile, cross-functional operation. Delivered a new operating model that improved FTR, NPS, CSAT, and ESAT. Retrained and recruited agents based on updated skill and competency profiles. Implemented end-to-end automation and modern service tooling.

CX lead

Led the Voice of the Customer (VoC) model and the redesign of insurance claim journey. Identified four high-impact touchpoints combined large-scale quantitative and qualitative research. Delivered a dynamic CX measurement framework and trained internal teams to activate insights. Launched a new digital claims and communication journey in a 4-week sprint.

Product lead

Led the build and launch of B-Tonic: a corporate venture for health and wellbeing checkups. Built the operating model, recruited the team, and set up the project tech stack. Delivered the v1 of the platform within 6 months, onboarding the first 40 users across Flanders. Secured partnerships with Energy Lab and opened two physical check-up locations.