Main focus: Change Management
Languages: German, English
Topics: nps, customer centricity, customer loyalty, customer insight management, gender, change management, customer experience, diversity
In her role as a Senior Customer Insight Manager for eBay Germany, Anja is acting as a change agent to drive increased customer centricity and loyalty at eBay. Generating relevant customer insights that enable the business to take action is a key part of her work.
Anja has a proven track record of driving change in matrix organizations, stakeholder management at all levels, overcoming intercultural challenges and improving the customer experience.
Previously Anja has worked 9 years for Allianz, one of the world´s largest financial service companies, in a number of different areas like Market Management, Organizational Development and Inhouse Consulting. In her last role as Sr. Manager for Market & Customer Insights she was responsible for Global Customer Loyalty which included the NPS program, Complaint management, as well as Loyalty Rewards. As a Six Sigma consultant Anja has supported local Allianz companies in various countries to achieve global standards in customer focus.
In addition to her expertise in Customer centricity Anja is passionate about the topic of Diversity. She has been building up an in-house diversity community during her time at Allianz and is now part of the core team for driving an internal Diversity initiative at eBay.
Anja is born in Germany, holds a Master in Psychology and is a certified Business Coach.
Topics to cover:
How to drive change towards a more customer centric organization?
What does it take to become a Loyalty leader for Net Promoter Score?
What does Psychology teach us about successful change management?
Diversity - which barriers are yet to be tackled and what really works. From Theory to practice.
Diversity - how to successfully work in global, virtual, diverse teams.
Positive Psychology - what can we learn from research that helps individuals and teams thrive?
Examples of previous talks / appearances:
Customer Experience Transformation DACH, Munich March 9 2016
Conlumnio Future Omnichannel Retail Strategies Europe 2016, Berlin May 17 2016