Eva Langner - Consultant

Q: Where is Eva based?

Eva is based in Oberursel (Taunus), Germany .

Q: What languages does Eva speak?

Eva speaks the following languages: German (Native), English (Advanced), Spanish (Advanced), French (Advanced), Italian (Advanced) .

Q: How many years of experience does Eva have?

Eva has at least 26 years of experience. During this time, Eva has worked in at least 9 different roles and for 4 different companies . The average length of individual experience is 3 years and 10 months . Note that Eva may not have shared all experience and actually has more experience.

Q: What is Eva's latest experience?

Eva's most recent position is Consultant at Self-employed, Consulting, Training & Coaching .

Q: What companies has Eva worked for in recent years?

In recent years, Eva has worked for Self-employed, Consulting, Training & Coaching .

Q: Which industries is Eva most experienced in?

Eva is most experienced in industries like Tourism and Hospitality , Professional Services , and Energy .

Q: Which business areas is Eva most experienced in?

Eva is most experienced in business areas like Project Management , Product Development , and Customer Service . Eva also has some experience in Strategy and Planning , Quality Assurance (QA) , and Operations .

Q: Which industries has Eva worked in recently?

Eva has recently worked in industries like Energy and Professional Services .

Q: Which business areas has Eva worked in recently?

Eva has recently worked in business areas like Customer Service , Project Management , and Strategy and Planning .

Recommended expert

Oberursel (Taunus), Germany

Experience

Jan 2020 - Present

6 years 2 months

Oberursel, Germany

Consultant

Self-employed, Consulting, Training & Coaching

Industries: lifestyle and service, energy, solopreneurs/start-ups
Strategic consulting for launching and developing the Customer Experience Management program
Interim project management, e.g., strategic customer journey management, operational execution of journey workshops, deriving specific measures for process optimization and tracking them in sprints (energy provider, 8 months)
Designing and delivering individual coaching for CXM leaders and/or Customer Experience managers, as well as targeted team training and workshops
Developing and visualizing personas and customer sketches
Mainly virtual due to COVID, partly in-person events

Jul 2019 - Jan 2020

7 months

Stuttgart, Germany

Transfer agency

Dekra Personnel Services

Start-up coaching and business plan development

Oct 2015 - Jun 2019

3 years 9 months

Oberursel, Germany

Head of Customer Experience Continental Europe

Thomas Cook Group

Built and led the Customer Experience department for Continental Europe
Oversaw end-to-end Customer Experience activities in Continental Europe, linking online and offline customer journeys and corporate culture
Managed five CX managers across different locations
Led international, cross-department projects, including planning and running Customer Advisory Boards, customer journey mapping workshops, and pain-point analyses to improve customer experiences
Defined and improved consistent Customer Experience standards and KPIs, and introduced and steadily raised the Net Promoter Score by 4-5 points each year

Jul 2014 - Sep 2015

1 year 3 months

Oberursel, Germany

Senior Quality Manager

Thomas Cook Group

Strategically developed and managed the group's quality management activities, especially integrating with the UK source market
Led international, cross-functional projects, e.g., quality task forces
Improved customer satisfaction scores and reduced compensation payments
Negotiated service level agreements with external partners
Developed and delivered a training and consulting program for hoteliers

Apr 2010 - Jun 2014

4 years 3 months

Oberursel, Germany

Product Manager

Thomas Cook Group

Functional supervisor of up to 10 junior product managers, led cross-functional projects such as IT implementation and switching the pricing system on the business side
Overall planning and coordination of catalogue production for all responsible products/destinations both online and offline, ensuring system bookability
Revenue and guest volume planning, as well as implementing measures to achieve targets

Jun 2004 - Mar 2010

5 years 10 months

Oberursel, Germany

Junior Product Manager Italy

Thomas Cook Group

Aug 2001 - May 2004

2 years 10 months

Oberursel, Germany

Product Management Assistant Italy

Thomas Cook Group

May 2001 - Jul 2001

3 months

Oberursel, Germany

Service Center Employee terramar

Thomas Cook Group

Aug 2000 - Apr 2001

9 months

Geldern, Germany

Executive Assistant

Best of South Pacific

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Tourism (19 years), Professional Services (6.5 years), and Energy (6 years).

Tourism

Professional Services

Energy

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Project Management (15.5 years), Product Development (13 years), Customer Service (10 years), Strategy (6.5 years), Quality Assurance (1 year), and Operations (0.5 years).

Project Management

Product Development

Customer Service

Strategy

Quality Assurance

Operations

Summary

A passionate Customer Experience expert and empathetic team and people manager with a results focus, an independent, structured way of working, strong analytical skills, and a continuous improvement mindset.

Bachelor in European Business Management
Over 20 years of experience in a global corporation
Since 2015, solid hands-on and leadership experience in Customer Experience Management
More than six years of virtual work experience, including 4 years of leading teams across multiple locations
Skilled in coordinating steering committees up to the C-level

Skills

Cx/omni Advanced
Inmoment Advanced
Conceptboard Advanced
Seminars, E.g., Team Leadership, Group Dynamics Management, Change Management

Languages

German

Native

English

Advanced

Spanish

Advanced

French

Advanced

Italian

Advanced

Education

Sep 1997 - Jun 2000

University of Wales

Bachelor European Business Management · European Business Management · Cardiff, United Kingdom · BA Hons, Second Class Honours, Division 1

Sep 1988 - Sep 1997

Albertus-Magnus-Gymnasium

German high school diploma · Ettlingen, Germany · 1.7

Profile

Created

March 2022

Last Update

July 2024

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Eva based?

Eva is based in Oberursel (Taunus), Germany.

What languages does Eva speak?

Eva speaks the following languages: German (Native), English (Advanced), Spanish (Advanced), French (Advanced), Italian (Advanced).

How many years of experience does Eva have?

Eva has at least 26 years of experience. During this time, Eva has worked in at least 9 different roles and for 4 different companies. The average length of individual experience is 3 years and 10 months. Note that Eva may not have shared all experience and actually has more experience.

What roles would Eva be best suited for?

Based on recent experience, Eva would be well-suited for roles such as: Consultant, Transfer agency, Head of Customer Experience Continental Europe.

What is Eva's latest experience?

Eva's most recent position is Consultant at Self-employed, Consulting, Training & Coaching.

What companies has Eva worked for in recent years?

In recent years, Eva has worked for Self-employed, Consulting, Training & Coaching.

Which industries is Eva most experienced in?

Eva is most experienced in industries like Tourism and Hospitality, Professional Services, and Energy.

Which business areas is Eva most experienced in?

Eva is most experienced in business areas like Project Management, Product Development, and Customer Service. Eva also has some experience in Strategy and Planning, Quality Assurance (QA), and Operations.