Norbert Steinhauser
Customer Journey Lead and Product Owner
Experience
Customer Journey Lead and Product Owner
Deutsche Glasfaser
Leading the customer journey for all products to implement in target systems (Salesforce, Mulesoft and ServiceNow)
Product Owner for integrations, process mapping, data protection on TMF standard APIs
Building the end-to-end customer journey in close coordination with the respective departments while following the out-of-the-box philosophy
Portfolio mapping for legacy and technical migration portfolios
Chief Product Officer
AAACHT AG
Set up product management and developed consulting products for an AI consultancy
Product launch at a hybrid event with > 150 attendees
Glasfaser-Anbieter
Conducted an IT gap analysis and built an IT target architecture under NIS-2 aspects
Product Management Coach and Product Management
Kardex GmbH
Introduced agile product management as Change Manager with professional coaching, training and mentoring of the Kardex product management team
Product Manager for cloud-based customer support and IIoT platform with AI features, and launched a new Android-based intralogistics workstation solution
Adapted IT architecture and interfaces between Salesforce, the technical order system and SAP
Built an IIoT cyber security strategy and portfolio
Project and Product Manager
Plusnet GmbH
Product Manager for portfolio mapping for B2C and the white-label Plus (WLP+) platform that municipal utilities can use to offer fiber-based connections with Plusnet’s active network
Created business case and product definition based on competitor comparison and product-market fit
Customer journey including personas and jobs-to-be-done based marketing setup (marketing, online and door-to-door sales)
Mapped end-to-end processes from customer acquisition through provisioning, changes (MACDs), billing and finance processes
Built the necessary IT architecture for B2C and WLP, cleared and adapted interfaces between WLP+, Salesforce, SAP and other telco systems (ACS, Radius) including municipal utilities
Head of Product Management/Marketing IIoT and Connected Vehicles
aicas GmbH
Interim Manager as Chief Product Owner and Chief Marketing Officer for IIoT and Connected Vehicles software
Built the Salesforce/Android in-vehicle and cloud-based data platform for Stellantis to enable new business areas (e.g. real-time insurance offers in the vehicle) on an ECU basis
Created platform requirements for Volkswagen US to enable vehicle data use by data buyers (banks, insurers, etc.) for customer-specific offers
Repositioned products and launched new ones including IIoT and cloud architectures
Full product and budget responsibility
Led culture change toward agile management and experimental product development
Improved company processes (BPMN) and development processes with Jira/Confluence
Partnered with cloud providers (AWS, Google, RedHat), 5G MEC network operators (Verizon, Vodafone, Telekom, Bell Canada), automotive (Stellantis, VW, Ford, GM and suppliers)
Multi Project Manager Post Merger Integration
Enreach B.V.
Managed multiple top-line strategy and synergy projects and introduced new products
Planned and executed projects in close collaboration with C-level and international stakeholders
Led change management and introduced new products and processes including mapping an end-to-end customer journey and improving user experience with necessary IT and architecture adjustments
Milestone planning and reporting to shareholders
Stakeholder and risk management for over 5 projects with a total EBITDA impact of over €30M
Product Manager SD-WAN Implementation
Liberty Global
Business owner for product launch (>100 project members, >10 external vendors and >€20M budget) in a SAFe-based agile project using Salesforce, Jira and Confluence
Responsible for agile and traditional project parts in networking, IT systems, customer and internal portals, interfaces and IT architecture, security and operational processes (BPMN) including customer journey and user experience
Delivered high availability, IT security review, risk and compliance management at board level
Vendor selection, management and contract negotiations
Product Manager / Product Owner Cloud-based VoIP Service
Unitymedia
Product Manager responsible for the successful launch of a communication service with >1,000 customers in 6 months, using Salesforce and Mulesoft with documentation in Jira and Confluence
Full responsibility from requirements to processes (end-to-end customer journey and user experience in BPMN), operational mapping, vendor selection including contracting
Integrated the new platform into the existing Salesforce environment, coordinating IT architecture and IT security and compliance requirements
Launched the product and go-to-market strategy (direct, indirect and online), and created customer contracts
Project Manager Voice/Video/Trading System with MiFID II
Landesbank Bremen
Led the replacement of the entire communication platform including a high-availability PBX, video communication and trading desks with MiFID II–compliant voice recording
End-to-end responsibility from vendor selection to final acceptance, focusing on regulatory requirements, security and employee representation issues
Mapped MiFID II, Basel II and IT security requirements including high availability for trading systems
Project Manager Communication Service Implementation
EWE Tel GmbH
Project lead for rolling out a new company-wide communication service
Categorized sites for efficient setup and cost-optimized operation including disaster recovery systems with fallback scenarios
Built the entire infrastructure, from WAN connection (FTTx) through LAN infrastructure to full replacement of end devices on a private cloud voice service including unified communications and control center tech, with vendor management, acceptance tests and SLA management
Introduced a voice recording system with metadata management and training concepts
Product Manager / Project Manager Cloud Communication System
EWE Tel GmbH
Product Manager and project lead for a full realignment and strategy including portfolio cleanup
Managed requirements with user stories and epics in Jira/Confluence
Led product launch, customer acquisition and presentations at customer and partner events
Business development with over 100 customer meetings and contracts for >20,000 connections
Process optimization and standardization covering all business transactions (BPMN)
Sales optimization focused on profitable customer segments
Business field planning including long-term business cases by customer and product segment
Product marketing (campaign planning, sales training, marketing materials, etc.)
Partner strategy including standardizing the product portfolio for smaller customers
Product Manager Mobile, DSL and Service Products
1&1
Product Manager responsible for concept and project lead for launching new customer services (1&1 principle) in 1&1 IT systems
Portfolio and campaign management for new services and customer migrations in DSL, LTE, mobile products (smartphones/tablets/surf sticks) and fixed-line replacements
Requirements management and business plan development for new process-based customer experience products and wholesales models including cooperation and contingency models
Led product management for Mobile Bigscreen
Launched LTE and UMTS as DSL replacements
Multi-project management including reporting, issue and escalation management
Customer volume, revenue and margin planning for DSL replacements from 2011–2014
Improved profitability, customer satisfaction, activations and product quality
Implemented fraud detection and prevention processes with weekly board-level reviews
Product Manager Access Product Strategy
Telekom Deutschland
Product Manager for market launch and customer migration of new DSL portfolio and smart home
Global market research and expansion strategy development considering open access models and wholesale and contingency models including regulatory impacts
Defined access strategy for fiber and xDSL considering new applications (e.g. smart metering, TV, property management, new services, etc.)
Defined broadband product features based on FTTH, FttX and LTE
End-to-end process mapping (BPMN) across all channels including holistic customer journey and improved customer experience
Interim Head of Marketing EMEA
ITIL-Software Provider
Set goals and optimized sales, defined the global marketing strategy
Created the marketing plan and budget and implemented selected strategic marketing activities
Marketing Plan DSL Distributor / Mobile Products
Telco Provider
Customer and competitor analysis including ideal-customer profiling, created marketing materials
Set sales targets (target accounts, revenue expectations, methods)
Head of Sales and Service Europe
Asoma Instruments Vertriebs GmbH
X-ray analysis devices
SVP Product Management and Marketing
Secude GmbH
Security software company
Director Sales Central Europe
Siemens AG
Broadband products telecommunications
Senior Account Manager
Sun Microsystems
Development software
Head of Marketing Central Europe
Sybase GmbH
Enterprise software
Languages
Certifications & licenses
ITIL
Similar Freelancers
Discover other experts with similar qualifications and experience