Description

I help your company turn complexity into clarity, through thorough analysis, structured design thinking, and solutions that actually work for the people who use them.

With 15+ years leading international business projects at FedEx across EMEA and MEISA, I've worked across more than 20 countries, navigating the cultural, operational, and commercial complexity that comes with genuinely global organizations. My projects have spanned CRM redesign, sales process transformation, territory and pricing model changes, customer journey mapping, and performance dashboard development; always with a focus on adoption, not just delivery.

What makes my approach different is the combination of analytical depth and inclusive design thinking. I'm NNG certified in inclusive design and ASQ-certified in Quality Data Management, which means I don't just identify what's brokenb I identify who it's broken for and why. In international and diverse markets, that distinction is the difference between a solution that works in a pilot and one that scales.

I'm a SAFe5 Agilist, fluent in Dutch, English, speak very good French, German, Spanish, and have a basic knowledge of Italian and Portuguese. I've spent the better part of my career working remotely across time zones and cultures. I start quickly, communicate clearly, and deliver concrete outputs, not decks full of recommendations that gather dust.

Typical engagements run 1–6 weeks and include customer journey mapping, CRM audits, process redesign, design thinking workshops, and UX research. I work with commercial directors, operations leads, product teams, and transformation managers who need a senior analytical partner, without the agency overhead.

If you're dealing with a process that's creating friction, a CRM that isn't being used the way it should be, or customers whose experience you suspect is worse than your internal data suggests — let's talk.

Domaines d’expertise

Langues

Néerlandais
Bilingue ou natif
Anglais
Capacité professionnelle complète
Français
Capacité professionnelle complète
Espagnol
Capacité professionnelle limitée
Italien
Notions
Portugais
Notions
Allemand
Capacité professionnelle limitée

Préférences en matière de lieu de travail

En télétravail uniquement

Travaille majoritairement à distance

FedEx Express
User experience projects - digital tools & data quality
juin 2020 - février 2025 (4 ans et 8 mois)
Led user research and process redesign to simplify account creation and ship-to-collect workflows, improving customer experience and adoption across sales teams. Partnered with Marketing to enhance CRM data quality, enabling more accurate targeting and avoid missing to send communications about rate increase. Facilitated design thinking workshops with sales leadership to revamp the account planning process, making it easier to capture and act on customer insights. Acted as social selling lead, piloting tools, analyzing results, and presenting recommendations to executive leadership to shape the prospecting strategy. Clarified and standardized account status processes, reducing confusion and increasing efficiency across international teams.
UX Research Design Thinking Stakeholder Management Customer Relationship Management (CRM) Data Quality Management
FedEx Express
Continuous improvement projects - Planning & engineering
avril 2018 - mai 2025 (7 ans et 1 mois)
Supported international FedEx–TNT integration projects, aligning cross-functional teams to ensure smooth transitions.
Applied customerjourney mapping to identify bottle necks and improve service quality across stations in Europe and MEISA. Introduced performance dashboards to track customer and operational KPIs, enabling data-driven decision making. Delivered on-the-ground support in stations, using (ASQ certified) QDM techniques to resolve integration challenges and improve day-to-day performance. Supported hubs and field teams with Back to Basics / Fix Base programs, improving performance through root cause analysis and continuous improvement.
Continuous Improvement Lean six sigma Stakeholder Management Cross-functional Coordination process simplification
FedEx Express
Customer & sales insights projects
juin 2007 - avril 2018 (10 ans et 10 mois)
Conducted customer segmentation, forecasting, and insights analysis to shape EMEA sales strategies. Designed incentive and compensation programs aligned with customer and business goals. Delivered territory design and pricing model transformation, training and guiding sales teams through major changes in customer hierarchies and segmentation. Partnered with finance on sales commission budgeting and modeling.
Sales Analytics Workshop Facilitation Customer Segmentation and Analysis Stakeholder Management Cross-functional leadership