Norbert Steinhauser
Customer Journey Lead and Product Owner
Experience
Customer Journey Lead and Product Owner
Deutsche Glasfaser
Leading the customer journey for all products for implementation in target systems (Salesforce, Mulesoft, and ServiceNow)
Product Owner for integrations, process mapping, and data protection on TMF standard APIs
Building the end-to-end customer journey in close coordination with the relevant teams, following an 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 consulting firm
Launched the product at a hybrid event with over 150 attendees
Glasfaser-Anbieter
Conducted an IT gap analysis and built an IT target architecture under NIS-2 requirements
Product Management Coach and Product Manager
Kardex GmbH
Introduced agile product management as change manager with professional coaching, training, and mentoring of the Kardex product management team
Product manager for a cloud-based customer support and IIoT platform with AI features, as well as the new launch of an Android-based intralogistics workstation solution
Adapted IT architecture and interfaces between Salesforce, the technical order system, and SAP
Built an IIoT cybersecurity strategy and portfolio
Project and Product Manager
Plusnet GmbH
Product manager for portfolio mapping for B2C and the White Label Plus (WLP+) platform, which allows municipal utilities to provide fiber-based connections using the active network provided by Plusnet
Created the business case and product definition based on competitive analysis and product-market fit
Built the customer journey including personas and jobs-to-be-done-based marketing (marketing, online, and door-to-door sales)
Mapped end-to-end processes from customer acquisition through provisioning, changes (MACDs), billing, and financial processes
Built the necessary IT architecture for B2C and WLP, clarified and adjusted interfaces between WLP+, Salesforce, SAP, and other telco systems (ACS, Radius), including with municipal utilities
Head of Product Management/Marketing IIoT and Connected Vehicles
aicas GmbH
Interim manager in the role of 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 fields (e.g., real-time insurance offers in the vehicle) (ECU based)
Defined platform requirements for Volkswagen US to allow data users (banks, insurers, etc.) to create customized offers based on vehicle data
Repositioned existing products and launched new products including IIoT and cloud architectures
Full product and budget responsibility
Drove cultural change towards agile management and experimental product development
Improved business 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 OEMs (Stellantis, VW, Ford, GM) and suppliers
Multi Project Manager Post Merger Integration
Enreach B.V.
Multi-project management for top-line strategy and synergy projects, as well as the introduction of new products
Planned and executed projects in close collaboration with C-level and international stakeholders
Change management and roll-out of new products and processes, including mapping an end-to-end customer journey and improving user experience, along with necessary IT and architecture adjustments
Milestone planning and reporting to shareholders
Stakeholder and risk management for >5 projects with a total EBITDA impact of > €30 million
Product Manager SD-WAN Implementation
Liberty Global
Business owner for product launch (>100 project members, >10 external suppliers and >€20 million project budget) in a SAFe-based agile project in Salesforce, using Jira and Confluence
Responsible for both agile and traditional project components in the areas of network, IT systems, customer and internal portals, interfaces and IT architecture, security, and operational processes (BPMN), including customer journey and user experience
Implemented high availability, IT security reviews, risk and compliance alignment and management at the board level
Supplier 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 to over 1,000 customers within 6 months, in Salesforce and MuleSoft, with documentation in Jira and Confluence
End-to-end responsibility from requirements to processes (end-to-end customer journey and user experience, implemented in BPMN), operational setup, supplier selection including contract drafting
Integrated the new platform into the existing Salesforce environment, coordinating IT architecture and IT security and compliance requirements
Managed product launch and go-to-market strategy (direct, indirect and online), and drafted customer contracts
Project Manager Voice/Video/Trading System with MiFID II
Landesbank Bremen
Project lead for the replacement of the entire communication platform, including a high-availability PBX system, video communication and trading desks with MiFID II-compliant voice recording
End-to-end responsibility from supplier pre-selection to final acceptance, with special focus on regulatory requirements as well as security and staff representation issues
Implemented MiFID II, Basel II and IT security requirements, including high availability for trading systems
Project Manager Communication Service Implementation
EWE Tel GmbH
Project manager for the rollout of a new company-wide communication service
Site categorization for efficient equipment and cost-optimized operation of locations including disaster recovery systems with fallback scenarios for brownouts and blackouts
Creation of the complete infrastructure, from WAN connection (FTTx) to LAN infrastructure, including a full replacement of devices based on a private cloud voice service including unified communications and control center technology, supplier management, acceptance testing, and SLA management
Introduction of a voice recording system including metadata management and training concepts
Product Manager / Project Manager Cloud Communication System
EWE Tel GmbH
Product manager and project manager for the comprehensive realignment and strategy including portfolio cleanup
Requirements management using user stories and epics in Jira/Confluence
Product launch including customer acquisition and presentations at customer and partner events
Business development with more than 100 customer meetings and contracts for over 20,000 connections
Process optimization and standardization including consideration of all business processes (based on BPMN)
Sales optimization with focus on profitable customer segments
Business field planning including creation of long-term business cases by customer and product segment
Product marketing (campaign planning, sales training, marketing materials, etc.)
Partner strategy including standardization of the product portfolio for smaller clients
Product Manager Mobile, DSL and Service Products
1&1
Product manager responsible for concept development and project management for the introduction of new customer services (1&1 principle) including integration into 1&1 IT systems
Portfolio and campaign management for new customer services and customer migrations in the DSL, LTE, and mobile products space (smartphone-/tablet-/surf stick-based as well as fixed network replacement products)
Requirements management and development of business plans for new process-based customer experience products and wholesale concepts including development of cooperation and contingent models
Head of product management for Mobile Bigscreen
Product launch of LTE and UMTS as DSL replacement products
Multi-project management, especially reporting, issue management, and escalation management
Customer volume, revenue, and margin planning for DSL replacement products for the years 2011 to 2014
Improvement of profitability, customer satisfaction, activations, and product quality
Implementation of fraud detection and prevention processes including weekly coordination at board level
Product Manager Access Product Strategy
Telekom Deutschland
Product manager for market launch and customer migration of a new DSL portfolio and Smart Home
Global market research and development of expansion strategy considering open access models and development of contingent and wholesale models including regulatory impacts
Definition of the access strategy for fiber and xDSL considering new applications (e.g. smart metering, TV, housing management, other new services, etc.)
Definition of broadband product functionality based on fiber-to-the-home (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
Goal setting and sales optimization as well as definition of the global marketing strategy
Creation of the marketing plan and budget and implementation of selected strategic marketing activities
Marketing Plan DSL Distributor / Mobile Products
Telco Provider
Customer and competitor analysis including development of the ideal customer profile, creation of marketing materials
Setting 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
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