Gemeente Den Haag

Senior Kwantitatief Onderzoeker

VANAD Engage. Unlike others.

As the Manager of Insights and Innovation, I lead a team of professionals and collaborate with various departments to ensure the timely delivery of accurate management information. My role involves overseeing the implementation of customer care and business improvement projects, driving innovation and transforming the organization into an innovation leader.

Manager Insights and Innovation

Roche

I lead the development of the Customer Experience and Insights network, which consists of 130 colleagues across 50+ affiliates. Our main goal was to enhance the daily customer experience, and we achieved this by crafting and implementing a strategic roadmap to boost customer centricity across the region, resulting in increased loyalty and business growth.

To ensure continuous improvement in our customer experience initiatives, we implemented a data-driven Customer Satisfaction Measurement in 50+ countries. Additionally, we created a regional PMO, which streamlines project prioritisation and overall impact.

Through these initiatives, we converted thousands of customer pain points into positive engagement opportunities, significantly elevating the region's CSAT, NPS, and overall CX.

Sub Chapter Lead Customer Experience & Solution Delivery EMEA-LATAM

Headquartered in Basel, Switzerland, Roche is a leader in research-focused healthcare with combined strengths in pharmaceuticals and diagnostics. Roche is the world’s largest biotech company with truly differentiated medicines in different therapeutic areas like oncology, virology and inflammation. Roche is also the world leader in in-vitro diagnostics, tissue-based cancer diagnostics and a pioneer in diabetes management. Roche’s personalized healthcare strategy aims at providing medicines and diagnostic tools that enable tangible improvements in the health, quality of life and survival of patients. 

As Digital Marketing Director I am responsible for the development and implementation of the Digital Marketing strategy across the Sub Region North West (Nordics,
Benelux and Portugal).

Digital Marketing Director

Capgemini

Responsible for maintaining and enhancing Capgemini's Web platforms, building and implementing Capgemini's strategic roadmap for Web and Social Media today and for the future.

Group Head of Digital Strategy and Operations

The CTO Office is a small group of creative minds and independent thinkers, that voices Capgemini’s vision on Business & Technology Innovation. The group inspires Capgemini clients with the possibilities of technology, leading to exciting new business opportunities.

Member of the CTO Office

Enabling clients of Capgemini and Capgemini itself to be successful with Digital and to inspire them with the possibilities of today’s developments, leading to exciting new business opportunities.

Social Business Lead

Implementing third party warehousing solutions including change management for the top DHL Benelux clients such as Epson, Mexx, Samsung, GSK, HP, Nikon. Responsible for the successful migration to a new location for DHL’s biggest client (Epson, 40% of the Benelux revenue). He received, together with his team, the supplier recognition award from Epson for "outstanding performance in the Epson DC Consolidation Project and their contribution to the Epson Supply Chain"

Business Information Analyst

eMagin

During his study, he used the demand for content management systems and collaboration platforms for creating his own business together with two other students. During the existence of this company, he fulfilled the roles of consultant and delivery manager, ensuring that clients got state of the art platforms in which they could manage their content and collaborate on their content.

The municipality of The Hague, the NOC*NSF, and several sports clubs was amongst their clients, as well as multiple small and medium enterprises.

Founder

Hello, and thanks for stopping by!

The short version: I'm a catalyst for change, helping individuals and organizations navigate complex challenges. I simplify the intricate, offer fresh perspectives, and solve seemingly impossible problems with you. Keen on a virtual coffee chat? I'm always open to connecting and exploring new opportunities.

The detailed scoop:

Over the past 20 years, I've worked across multiple industries, from supply chain and finance to FMCG, public sector, aerospace, and healthcare. This diverse experience allows me to understand and address unique needs, and I'm always ready to leverage my abilities to benefit those I work with.

Through my newsletter, the "2 Minute Thought Leader" (use the link in my profile to subscribe), I deliver insights to help you reframe challenges and see things differently. This resource is precious if you're ambitious, curious, and willing to embrace change and innovation.

I'm driven by the mantra, "Work smart while working hard." I thrive in environments that still need to be completely transformed or drastically changed. I leverage my creative design thinking experiences and strategic and critical thinking to navigate uncertainty and ambiguity, always keeping the customer in mind to generate genuine and sustainable value.

Please feel free to contact me if you're interested in connecting. But please be aware that if you try to sell me something within 5 seconds of me clicking 'Accept,' you'll be promptly blocked and reported.

On a positive note...

If you're interested in collaborating, I want you to know that my initial consultations are always free. It is good to get to know new people, and that is the first thing we should do. I respect your time and business and expect the same in return. I'm the kind of person ready to take your call at 4 a.m., who will believe in you, motivate you, and repeat certain things if necessary.

So, if I sound like your kind of collaborator, let me know. My coffee machine is always ready.

Thanks for reading this far. You're awesome!

Rick Mans

Marcel Kouwenberg

Centraal Bureau voor de Statistiek

Delivering value by gathering and producing statistics about enterprises to show hat is happening in the world around us. Setting priorities for development and experimentation to meet the needs of entrepreneurs, enterprises, policymakers and politics.

Product owner Enterprises/Entrepeneurs

Vacansoleil Camping Holidays

Vacansoleil offers camping holidays at Europe since 1968. The website plays a very important role for selecting and booking holidays by the many customers in several countries.
It is my responsibility to maximise the value of the e-commerce site by developing new functionality, monitoring current success and maintain current solution with the product team. I have connected the product vision and roadmap to the company vision and collected business and customer wishes and needs. This has led to a product backlog sorted by business and customer value. The scrum master and I improve the way of working by sharpening the Scrum implementation and approach. Some achievements in this role:
-	Guiding creation of customer journey
-	Preparing roadmap
-	Supporting scrum master and developers to become better
-	Driving global standardisation like information architecture and processes
Keywords: manage stakeholders, increase scrum implementation, product strategy, customer journey, conversion optimalisation, product backlog management.
Role endend because Vacansoleil was bankrupt.

Product owner e-commerce

IKEA

This global assignment was about setting a completely new direction of an important piece of the IKEA concept. The IKEA customer experience is built by 240.000 knowledgeable IKEA co-workers worldwide. The new direction was about bringing the right knowledge/content in the moment of need based on personalization. Better knowledge of the IKEA concept means a better implementation and operation in (future) IKEA customer meeting points. 
It was my responsibility to guide the needed global research, set the product direction and to develop the business case by understanding the business, the customers, co-workers and the technology. Later on, I led the user driven product development and process. This includes a multi-platform service, a way of working and governance. Second task was to lead the experience team in the program to create the touchpoints that supports the main co-worker journeys. The service will enable learning in the moment of need, where you are, what you need and what you want to share. 
Changing an important piece of the IKEA concept means a very important role for managing the many stakeholders at the several IKEA companies. Many conversations, conclusions of the research and visualisations has led to a global alignment to change from company driven towards coworker/customer driven.
Note: for this I have fulfilled many roles like delegated business owner, product owner, scrummaster, UX lead etc. Very often more than one role in the same period. But always leading a large group of people/teams towards the transformation of the new solution.
Keywords: translate business and user needs, facilitate workshops, discovering product, strategy, roadmap, quantitative and qualitative research, journey maps, story boards, wireframes, prototypes, dashboards, reporting.

Digital product development 

On request I took an extra assignment to release some workload of the business solution manager. My responsibility was to run the global business and people agenda for IKEA Culture & Learning business solution team. This teams works on learning, authoring and HR solutions for whole IKEA chain and Inter IKEA group.

Deputy Business Solution manager

During this phase at Inter IKEA I have led several projects that required a user driven development of digital solutions. Characteristic for each project was that user and business needs were not clear, and the logical steps where not defined. I guided the product development by making it clearer for all stakeholders. Also by setting the way-of-working via user research and validation. Showing the value of user-centric design to project and organisation. Projects done:
•	Setting a reference site for e-commerce as Franchisor. This means translating the IKEA concept into a digital presence. This reference site is a framework e-commerce site towards retailers.
•	Set and implement a direction for recruitment from employer brand perspective including the realisation of the IKEA Job portal for all IKEA companies including retailers
•	Organising and facilitating the community ‘UX in the IKEA world’ to share knowledge, experiences and other relevant topics around product value, user experience and product development
•	Research, development and testing of automated picking in the self-service area in the store with eye on the impact for the customer experience
•	Research and designing an omni-channel approach for the IKEA assembly instructions based on research
Keywords: product roadmap, competence management, user research, product design, validating design, branding, automation

User Experience lead (director) at Inter IKEA

Joining Inter IKEA as user experience manager with line responsibility for 4 - 7 product/UX designers that worked on the global knowledge and learning channels that it provided to each retailer and their co-workers. Part of the management team responsible for all digital aspects of digital product design. Building the design maturity in the organisation showing the value of a good user centric process including measuring and driven by data. Project responsible for the following projects including the work that was done by my team:
•	Realisation of a research system globally available for all IKEA co-workers that want to do understand more about their users and measure their success.
•	Realisation of a design system for all designers and developer’s cross company working for the IKEA brand
•	Improving the channel that was used to bring knowledge to all IKEA co-workers based on data, user research and business agenda.
•	Alignment, selection, configuration and implementation of a Learning Management System to bring learning to all IKEA co-workers. This was the first time for all IKEA companies that learning was brought towards one channel and still local relevant.

User Experience Manager

Working for mainly Dutch companies in developing digital services by bringing stakeholders together, make platform choices, facilitate decisions by applying design thinking and building knowledge around digital. Characteristic was the short development/design time supported by agile technics like scrum. Some projects in this role:
• Safety management system for staff Dutch railroad located on the train and buildings
• Innovation in research for the Dutch Tax information and investigation service
• Marketplace for managing competence from personal and company perspective for Dutch Tax office
• Business Intelligence portal to run the production business effective for Cargill
• Internet banking environment for customers and employees for all financial services of ABN Amro including managing UX resources and deliverables for several scrum teams
• Internet site for retired people and other stakeholders for Dutch pension fund APG including training of the internal organisation in design thinking
• Customer and employer portal for Vopak
• Digital place to do a request for subsidy including user centred design training of the internal organisation of SenterNovem
• Website for financial services for SNS Germany

User Experience (UX) Strategist

Logica

Responsible for managing a team of UX designers, researchers and developer from content and commercial perspective. Also, the market approach and proposition. Delivered projects besides several consultancy assignments:
• Digital House of Representatives of the Netherlands addressed to young people
• Marketing website Dommelsch including campaigns and life music events
• Education software for disabled people for Willie Webwijs

Manager User Experience (UX)

UX research, design and test for Portbase, Kluwer academic, Hertog Jan, Dommelsch and Ministry of Infrastructure and Water Management. Also marketing communication for Ministry of Education, Culture and Science, Pfizer (Viagra) and product manager for the Dutch Tax office department business.

Sr User Experience designer

Getronics Interedge

Several digital projects for Vaderlandsche, ING, Kluwer and Gran dorado

Art director / sr interaction designer

Pensionfund PGGM

Design and production of marketing communication, digital and physical communication.

Visual Designer / Art director

Delivering business value by focussing on the customer and outstanding experiences with optimal use of technology.

More than 20 years’ experience in developing digital products by setting the vision and goals in an atmosphere of positivity and empathy. I believe that everything is possible, but we only have to choose which road to use. I like to lead by example to set a transparent and safe environment where delivery can go quick, mistakes can be made to learn and to improve. For this I have experience in managing many stakeholders, single and several product teams and bringing departments together. 
Nobody knows the exact solution, but the journey will give all disciplines and stakeholders the opportunity to take simple steps in the right direction. The outcome becomes clear when the digital solution is used.

UX Lead

Full-time global assignment to create a better way for delivering and capturing knowledge and learning to enable a better life at work for the many IKEA co-workers. Better knowledge of the IKEA concept means a better implementation and operation in (future) IKEA customer meeting points. In this role I’m the connector between program team and the ‘business’ but also responsible for the design direction and the user driven (product) development and design process. This includes a multi-platform service, a way of working and governance. Second task is to lead the experience design team in the program to create the touchpoints that supports the main co-worker journeys. The service will enable learning in the moment of need, where you are, what you need and what you want to share. 
Keywords: translate business and user needs, facilitate workshops, discovery product, quantitative and qualitative research, journey maps, story boards, wireframes, prototypes, dashboards, reporting.
Keywords: translate business and user needs, facilitate workshops, discovery product, quantitative and qualitative research, journey maps, story boards, wireframes, prototypes, dashboards, reporting.

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Rick Mans

Marcel Kouwenberg

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