CX and business strategist focused on how organizations turn customer understanding into strategy, decisions and organizational action.
I work at the intersection of customer experience, business strategy, organizational transformation and decision-making in complex enterprise environments. Over 10+ years, my work has evolved from designing experiences and leading design organizations to shaping how organizations embed customer centricity into their strategy, structures and operations. My focus is on building and evolving operating and delivery models, portfolio steering and decision-making systems that connect customer insight, data and business priorities, turning customer centricity from an ambition into an organizational capability.
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At IBM Data & AI, I led design across enterprise software and cloud platforms, driving the user-centered practice within cross-functional product teams and embedding customer evidence into product direction and decision-making. My team became one of IBM’s highest-performing examples of user-centered product development, receiving the Corporate Technical Award, earning multiple international design awards, and being featured in Harvard Business School’s 2021 IBM: Design Thinking case study.
As Head of User Experience at Siemens Smart Buildings, I built and led the transformation toward user-centered product development, establishing the UX organization, operating model, capabilities and practices required to integrate customer understanding into how products were shaped and delivered.
Today, as Customer Experience Strategist at Raiffeisen Switzerland, I focus on customer-centric portfolio steering and decision intelligence, while contributing to the evolution of CX structures, governance and customer-centric ways of working across the organization.
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Most organizations have the ambition to be customer-centric. Far fewer have built the organization required to make it real. Customer centricity requires the right talent, customer insight and data, governance, decision structures, funding, operating and delivery models. Without these foundations, it remains an ambition rather than a way of operating.
My focus is on closing that gap.
Building the structures, capabilities and decision systems that allow customer understanding to meaningfully influence strategy, portfolio priorities and delivery.
The context is stronger than the concept
Crafting Better UX: A Collaborative Quality Framework
Kickstart a UX Org
Enhancing the human experience in buildings
Embracing the UX maturity journey for sustainable impact
What it takes to get hired in the UX Role of your dreams
Best practices to master legacy experience transformations
Introduction to Enterprise Design Thinking
Transforming a 50-year-old legacy product into a design award winner
Introduction to Enterprise Design Thinking
Introduction to Enterprise Design Thinking
User Interface: Interfaces for digital medias, IBM SPSS Statistics – Next Generation
Silver award in the Digital Tools and Utilities category for Project NX, IBM SPSS Statistics
Digital category: IBM SPSS Statistics – Next Generation
IBM SPSS Statistics
Interface Design and User Experience Design category: IBM SPSS Statistics
IBM SPSS Statistics
For the German language textbook “Die Sprachstarken” book volumes 7-9