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Work Background
Yettel.HungaryHead of Customer Experience & Insight Office
Apr. 2024 - Dec. 2024Hungary
CX-IMPACTAdvisor
Feb. 2021Budapest, HungaryIn partnership with CX-Impact we are offering service in the field of customer experience management. We can help your business grow in the following areas:
- Develop your customer experience professional by taring them with our Mastering Customer Experience taring course
- Support your leadership with CX coaching
- Provide classical business consultancy on a project basis like customer journey management, measurement setup and fine-tune, CX strategy and cultural programs
CXFactory.orgFounder
Jan. 2021Budapest, HungaryI established this boutique consultancy in order to be a partner of any business or organization which keen to meet their customers' needs in transforming and further developing their customer-centricity and digital footprint. Our profile covers:
- Customer experience management from strategy to execution
- Developing customer experience professional
- Supporting leaders with CX coaching
- Helping product and service development teams to launch successful value propositions
E.ONHead of Customer Experience and Digital Development
Feb. 2019 - Dec. 2020Budapest, HungaryLeading and managing a team of 11 employee (CX/UX/UI designers, performance managers, CX manager, Digital Architect)
Creating and executing E.ON Hungary CX strategy and establishing digital development foundations
Supporting the entire business to redesign customer journeys both on- & off-line
Orchestrating digital and customer centric transformation of the entire organisation (Leading Customer & Digital Advisory Board)
Delivering transparency on CX and digital performance to the Board
E.ONHead of Customer Experience
Dec. 2015 - Jan. 2019Budapest, HungaryEstablish the Customer Experience Department with 6 direct reports of designers, performance manager and CX manager
Creating and executing E.ON Hungary CX strategy Overseeing the Customer Centricity KPI program including reporting, targeting and governance
Supporting the entire business to redesign its key customer journeys
Providing different CX and Service design training for the E.ON community
Representing the Hungarian CX program on Global level
E.ONInternational Customer Experience Manager
May. 2013 - Dec. 2015Customer centric program support via coaching and providing expertise and methodology to customer experience program leads and leadership teams
Aligning customer experience management tools and operational excellence methodology
Onsite support in customer journey design in customer life cycle
Driving and supporting experience and knowledge exchange between regional units.
Supporting internal NPS program implementation in shared service environment
E.ONBPM
Jun. 2010 - Apr. 2013Implementation of operational excellence practice to the company
Lean implementation in shared service environment and operational environment as senior expert
Training, leading and coaching junior lean professionals
Key member of drive the change management across the company
GELean Six Sigma BB Project Leader
May. 2007 - Jun. 2010Co-led SAP APO implementation for entire EMEA market
End to end project lead of product allocation (for those markets where the demand and supply is not balanced)
Mentored small project delivered by green belt candidates
GESupply Chain Specialist
Jan. 2004 - Dec. 2007Set up and daily operated high quality connection with local sales team (Nordic & MEA)
Maintained outstanding 98+ % service level
Key account management (range reviews, promotions, product launch and phase out) Provided world class forecast accuracy at regional level
Delivered proactive and accurate analysis for decision making and inventory mix fine tuning Contribution in business concept design of new business and supply chain model in the MEA
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