Michael Morf - Management Consultant

Recommended expert

Málaga, Spain

Experience

Nov 2024 - Present

1 year 3 months

Málaga, Spain

Management Consultant

Morf Business Consulting S.L.

Training & enablement for AI: Development and delivery of internal training on artificial intelligence, robotics, and machine learning, focusing on automation and digital transformation in customer service
Building an AI community: Promoting company-wide exchange on AI topics through knowledge platforms, workshops, and interactive formats
AI skill development & business development: Strategically enhancing AI know-how in the company to drive innovation and prepare employees for new technologies
Leading the selection and implementation of a new newsletter platform to replace the existing system
Managing the RfP process, including requirements management, product demos, and vendor evaluation
Coordinating all relevant stakeholders from marketing, IT, and compliance to ensure technical and data protection (GDPR) requirements
Preparing decision papers for management and advising on the best system choice
Planning and overseeing the migration of existing data and integrating the new system into the current IT infrastructure
Conducting functional tests, training, and change management measures for successful system rollout

Nov 2016 - Jun 2022

5 years 8 months

Munich, Germany

Management Consultant

Iskander Business Partner GmbH

Involvement in a digital transformation project to introduce IT tools for improving customer experience and optimizing internal processes
Implementing SAFe and organizing agile events to promote agile methods within the digital transformation
Managing the program’s procurement processes using Ariba SAP
Implementing and automating onboarding processes for new program members using Jira, Confluence, and Draw.io
Organizing and hosting MS Teams live events with over 500 participants
Creating management presentations to support strategic decision-making in the program
Developing and executing the go-to-market strategy for a Europe-wide rollout of a new paid digital bundling service in 16 countries
Steering and coordinating all processes in collaboration with marketing, sales, customer service, product development, and campaign management
Preparing status reports and implementing online tools for decentralized project tracking, as well as adjusting the website for go-live
Collaborating with external agencies to develop advertising campaigns and implement growth-hacking strategies in digital marketing
Optimizing the online customer journey for a seamless browse-and-shop e-commerce experience on product pages
Managing multiple projects for two additional digital paid services using agile methods and business development strategies
Carrying out process audits and analyses in 1st and 2nd level support to improve customer experience and streamline internal processes
Visualizing and documenting business processes with detailed process manuals using Microsoft Visio
Visualizing business requirement documents for efficient communication of requirements
Conducting mystery shopping of identity procedures from the customer’s perspective to analyze and improve customer service strategies
Performing detailed analysis of app and eCare platforms to optimize the customer experience
Creating management presentations to support strategic decision-making
Europe-wide rollout of a new toll collection box as part of the go-to-market strategy
Developing revenue planning to support business development and sales
Analyzing customer datasets to improve customer experience
Drafting sales documents to support the sales strategy
Creating presentations to support strategic decision-making
Developing a recommendation for a B2C customer service and sales channel strategy for a 3-5 year horizon
Condensing and evaluating extensive analysis results into management recommendations for future channel mix
Collaborating on the preparation of workshop results and materials
Creating detailed channel profiles to optimize customer relationship management
Supporting project management to ensure efficient strategy implementation
Developing a unified reporting system to track strategic initiatives and budget goals for all entertainment business units
Building an online tool for decentralized project tracking
Developing measures to support strategic growth initiatives
Preparing steering committees and meetings to support strategic decision-making
Creating a value driver tree to analyze the key drivers of monetizing reach for TV broadcasters and digital channels
Consolidating various data analyses
Setting up a unified, cross-platform database with the essential monetization drivers
Deriving various measures to optimize advertising revenue
Evaluating qualitative and quantitative analyses to understand user behavior on product pages
Designing website mockups to showcase the new design
Defining requirements for developing new website modules
Optimizing the customer journey on product pages
Frontend screening for the introduction of a Next Best Offer (NBO) logic in sales and service channels
Requirements analysis, scope definition, and milestone setting
Auditing existing and planned frontends, ongoing project initiatives, and tools
Initial evaluation of the feasibility of integrating NBO/NBA
Preparing an initial project plan for frontend integration
Preparing steering committees and meetings to support strategic decision-making
Change management: Mindshift from pure customer service to sales in customer service
Analyzing data and creating reports to evaluate upsells and migrations
Implementing a new incentivization system
Creating sales materials for internal staff and external service providers
Developing a sales training concept for the care area
Developing, implementing, and documenting a new process for storing non-customers with ad objections
Analyzing data protection framework conditions to ensure GDPR compliance
Conducting a system audit for implementing the ad opt-out list
Thoroughly documenting the new process in the internal procedure database
Market analysis of the German telecommunications industry with a focus on mobile business
Researching and comparing financing offers as well as mobile banking and mobile payment solutions
Defining scope and milestones for efficient project implementation
Gathering and coordinating new requirements and status tracking
Preparing comprehensive project documentation
Validating expected future developments in mobile network technologies
Researching GSM and UMTS network coverage and evaluating market developments and shutdown scenarios
Creating a comprehensive project plan to support project management

May 2016 - Sep 2016

5 months

Munich, Germany

Working Student

Numerus Veritas GmbH

Designing and shaping the company website to support digital marketing and customer experience
Conducting price analyses for retail companies in e-commerce
Creating comprehensive market analyses

Jul 2013 - Sep 2016

3 years 3 months

Salzburg, Austria