Description

As a senior consultant, I bring 25 years of experience in change management, customer-focused process improvement, and leadership alignment. My clients include global enterprises and SMEs seeking stronger alignment between customer needs, leadership decisions, and internal execution.

Customer-focused process design is an important part of my work. I help companies build structures that turn customer feedback into practical direction for teams across product, sales, service, marketing, and operations. I design and implement governance, KPI frameworks, stakeholder structures, communication paths, and follow-up processes that create business value. I also support clients in automating processes to reduce repetitive work, including AI strategies and practical roadmaps for technology transformation.

As clients navigate change and improve performance, leadership remains critical. I help leaders and teams connect people, process, technology, and execution in a structured, practical way. This includes supporting cross-functional alignment, strengthening adoption, and helping new ways of working take hold across the organization.

Personal Approach: I am fact-focused, direct, and collaborative. I build trust through openness, clarity, and a grounded approach. I am a creative problem-solver who works well where complexity, cross-functional dynamics, and practical implementation must be managed together.

25 years of experience in change management and transformation
Over 250 clients served in 8 countries
Strategic focus on designing customer-focused programs
Design program frameworks, governance, KPIs, milestones, and risk planning
Lead stakeholder alignment across complex cross-functional settings
Support leadership alignment and team performance during change
Lead change management for technology adoption, tool integration, and AI-supported process improvement
Develop communication and enablement strategies for smooth transformations

Industry field of expertise

Languages

English
Native or bilingual
German
Fluent

Workplace preferences

Can work on-site

Stuttgart (up to 50km), Munich (up to 50km), Frankfurt am Main (up to 50km), Berlin (up to 50km), Hamburg (up to 50km)

Lusion GmbH
Founder/CEO | Senior Consultant
CONSULTING AND AUDITS
March 2016 - Today (10 years and 3 months)
Stuttgart, Germany
Lusion GmbH is a boutique management consultancy for business and technology transformation in SMEs and global enterprises. We are a small team of qualified experts working in 8 countries.

Services strategy development, change management and transformation
leadership, workshop design and facilitation, program and project implementation

Focus Areas design value-based strategies and business models, re-align processes to improve customer orientation, increase technology transformation adoption, strengthen partner and supplier relationships, enhance internal and external communication, support global rollouts

Industries
High Tech | Precision Manufacturing | Cyber Threat and Intelligence | AI and Machine Learning | Medical Devices | Hardware/Software | SAP Services | IT Services | Industrial and Heavy Manufacturing | Automotive | White Goods | Chemicals | Industrial Engineering and Design | Health Services | Government | Legal | Food and Beverage |Supplier | Startups
Change and Transformation Management Process Management AI Automation Corporate Strategy Leadership and Performance
Orange Cyberdefense
CX Process Expert | Global Project Implementation
DIGITAL AND IT
April 2025 - October 2025 (6 months)
Munich, Germany
Holistic Design and Implementation - Global NPS/CSAT Program
Role: Lead Strategic Consultant | CX Transformation
Focus: Global NPS/CSAT Framework and Process Optimization

Project Scope
Managed the initialization and holistic program design of a global NPS/CSAT framework in a 'Greenfield' environment. Primary focus was the structural and methodological development of a previously non-existent global program. Core mandate was to create the organizational governance, operational process optimization, cross-functional communication paths, and global process standards required to transform customer feedback into a scalable corporate asset.

Key Contributions and Implementation
Dual-Metric Framework: Designed a comprehensive system combining NPS (loyalty) and CSAT (transactional satisfaction) to capture full customer lifecycle across 7+ countries.
Governance and Stakeholder Alignment: Established a unified model with global KPIs and reporting structures. Orchestrated a Change Management strategy to drive internal acceptance and cross-functional alignment between Marketing, Sales/Service, Quality, and IT.
Closed-Loop Process Engineering: Engineered an end-to-end Feedback System. Defined SOPs that triggered automated alerts, ensuring all levels (high, medium, low) of NPS/CSAT scores were systematically addressed by local teams.
SaaS Integration and Compliance Orchestration: Coordinated collaboration between technical teams and NPS/CSAT team to ensure all necessary third-party SaaS security gates were systematically identified and closed on schedule. Acted as central point of steering to navigate Data Privacy (GDPR, etc.) requirements across varying global legal jurisdictions.
Operational Stability and Mentorship: Provided interim mentorship to the department team and authored a 50+ page "Global CX Playbook" to ensure long-term sustainability of communication paths and service improvement cycles.
Customer Loyalty/ Retention Project Management Corporate strategy Process Management Change and Transformation Management
Polybius GmbH
Strategic Consultant | AI Process Design
DIGITAL AND IT
January 2025 - Today (1 year and 5 months)
Stuttgart, Germany
Strategic Advisory: AI Integration/Process Modernization
Role: AI Strategy - Process Consultant
Focus: AI Adoption and Operational Efficiency

Project Scope
Consulting for marketing automation agency (DACH) introducing the gradual transition from manual workflows to AI-supported processes. Focus is on the systematic evaluation, selection, and guided implementation of AI solutions within existing structures. Guidance for Managing Director in the evaluation and selection of AI solutions to systematically modernize existing workflows and enhance internal data processing capabilities.

Key Contributions
Strategic Sparring/Advisory: Act as long-term advisor to the Managing Director. Provide clear perspective on how AI augments the specific business model. Enable the team to identify the concrete value of automation independently before committing to structural changes.
Data and Process Optimization: Identify high-impact areas for AI-supported data processing, specifically focusing on the use of AI to read, categorize, and extract structured information from unorganized ("messy") data and documents. Recent changes have achieved a significant reduction of manual effort in data preparation.
Workflow Analysis: Conducted a pragmatic review of current manual marketing tasks to identify potential areas for change. Facilitated a team workshop to redesign internal routines, and integrate AI-assisted analysis and document processing into daily campaign management.
Operational Prompt Guidance: Continuously share foundational knowledge on prompt logic and interaction with Large Language Models (LLM) with the team. Created an initial prompt library to ensure that early outputs meet the agency’s established quality standards.
Knowledge Network Facilitation: Orchestrated focused meetings between the agency and external AI specialists to advance the internal knowledge base.
artificial intelligence AI Automation Process Management automation Change and Transformation Management