Jan Heinemann
Project Manager Digital Services & Touchpoints
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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