Jan Heinemann

Project Manager Digital Services & Touchpoints

Hanover, Germany
Experience
Dec 2023 - Jan 2025
1 year 2 months
Hanover, Germany

Project Manager Digital Services & Touchpoints

Allianz SE

  • Digital product development & customer experience
  • Working in an agile setup – Scrum / SAFe
  • End-to-end responsibility for the relaunch of the service area
  • Leading a squad (15 people) including developers, UX, user research, business analysts, etc.
  • Requirements analysis, alignment with internal and external stakeholders, C-level management
  • Developing additional digital products and services for a best-in-class digital customer interaction
  • Collaborating with cross-functional teams and managing features and backlog
Mar 2023 - Dec 2023
10 months
Hanover, Germany

Product Owner X-CHOICE Inbound

Telefónica - O2

  • Digital sales management
  • Working in an agile setup – Scrum / SAFe
  • Developing AI models to deliver NBA-NBO recommendations for inbound channels
  • Supporting integration of recommendations into CSS and in the CSS agents’ frontend
  • Supporting other B2C squads to optimize customer outreach and service processes
  • Supporting the permission squad in creating business cases for various committees
  • Requirements analysis & stakeholder management to align with business units and management
Oct 2022 - Mar 2023
6 months
Hanover, Germany

Product Owner X-CHOICE Outbound

Telefónica - O2

  • Digital sales management
  • Working in an agile setup – Scrum / SAFe
  • Developing AI models to deliver NBA-NBO recommendations for outbound channels
  • Running the project in fast-track mode for action types X-Sell I@H & Upsell
  • Requirements analysis & stakeholder management to align with business units and management
Oct 2020 - Jul 2022
1 year 10 months
Hanover, Germany

Project Manager Business Development & Transformation / Customer Experience Management

goldgas

  • Digital transformation & digital product development
  • Working in an agile setup – Scrum / SAFe
  • Product owner for developing a service portal and relaunching the website/webshops
  • Close collaboration with customer service to evolve the agent frontend of the CRM system
  • End-to-end definition of customer and service processes including incident management
  • Working with internal stakeholders and coordinating external vendors
  • Creating and executing test concepts/scenarios and business cases
Mar 2019 - Sep 2020
1 year 7 months
Hanover, Germany

Product Owner CRM & Customer Experience

SIGNAL IDUNA

  • Digital services & customer experience
  • Working in an agile setup – Scrum / SAFe
  • Product owner for the relaunch of the service area and data-driven sales management
  • End-to-end responsibility for developing data-driven digital products and services
  • Creating customer journeys and a service blueprint to digitalize service processes
  • Interim lead of the UX chapter (13 UX strategists) and enhancing UX capabilities in the company
  • Close collaboration with other departments and stakeholders (IT, Legal, Brand, Customer Service, etc.)
Aug 2018 - Present
7 years
Hanover, Germany

Freelance & Interim Management (Product Ownership & Project Management)

Freelance

  • Product Owner CRM & Customer Interaction

  • Product Owner Customer Experience Management

  • Product Owner Machine Learning & AI-based NBA & NBO

  • Project Manager Digital Services & Touchpoints

  • Project Manager Business Development & Transformation

  • and more.

  • Responsibilities:**

  • Agile methods

  • AI & Machine Learning

  • Analytics & Reporting

  • Business Analysis

  • CMS

  • CRM & Marketing Automation

  • Customer Experience Management

  • Customer Service Mapping

  • Digital Product Development

  • Digital Service Development

  • Digital Strategy

  • Product Ownership

  • Service & User Journey Mapping

  • Software Development

  • Stakeholder Management

  • Transformation Management

  • and more.

  • Freelance References:**

  • Allianz SE

  • Beiersdorf

  • Commerzbank

  • EnBW

  • SIGNAL IDUNA

  • Telefónica

  • and more.

Mar 2016 - Jul 2018
2 years 5 months
Hanover, Germany

Team Lead Strategy & Performance

United Digital Group

Oct 2013 - Feb 2016
2 years 5 months
Hanover, Germany

Senior Digital & Innovation Strategist

Torben, Lucie und die Gelbe Gefahr

Aug 2011 - Sep 2013
2 years 2 months
Hanover, Germany

Creative Planner

McCann Erickson

Languages
German
Native
English
Advanced
Certifications & licenses

Professional Scrum Product Owner I (PSPO I)

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