Product Owner / Business Analyst

Industry: Insurance – Insurance Broker

As part of the rollout of Microsoft Dynamics 365 Customer Engagement and Customer Insights – Journeys, the marketing and sales department faced the challenge of completely rethinking existing processes.

The goal was to enable a consistent customer approach across the entire customer journey while aligning business requirements and technical constraints.

A key focus was how and when customers could be automatically addressed with relevant marketing content.

Responsible for analyzing, structuring, and optimizing all marketing processes as part of the Microsoft Dynamics 365 rollout.

Ran interdisciplinary workshops with marketing, sales, and IT on scenarios like event management, newsletter dispatch, and customer communication for contract renewals.

Developed process models based on use cases with technical triggers and manual launches.

Modeled the processes in BPMN and coordinated with all involved interfaces.

Technically mapped the customer journeys in Dynamics 365 Customer Insights for automated marketing actions.

Ensured measurability by generating and processing leads for the sales team.

Created comprehensive documentation in Confluence and decision templates for management.

Industry: Insurance – Insurance Broker

The goal was to establish central input and output management and evaluate Dynamics 365 Customer Service versus Jira Service Management.

Conducted a detailed evaluation of the technical capabilities of the M365 Dynamics Customer Service system.

Organized the results into concise, easy-to-understand sections for technical colleagues.

Set up a test environment and prepared and executed initial use cases.

Produced comprehensive documentation of all analysis results, tests, and findings.

Regularly informed and involved key stakeholders in decision-making.

Prepared in-depth management presentations for leadership and stakeholders to showcase the benefits of Dynamics 365 Customer Service.

Industry: Insurance – Insurance Broker

Needed product owner capacity for API/interfaces due to increased focus and complexity.

Collected and documented requirements from annual meetings between brokers and insurers.

Created general and specific requirements for external service providers.

Developed functional designs and peer-reviewed them in technical interviews with other product owners.

Incorporated change requests and created BPMN processes, Confluence documentation, and management presentations.

Derived epics and stories from functional designs and distributed them in refinement.

Assigned and handed over tickets to testing teams and planned and approved bug-fix tests.

Industry: Banking

High workload in the IT asset regulation and compliance squad, needed a generalist and knowledge holder.

Asset Owner:

Guided a new real estate valuation tool integration into eight external financial service platforms.

Created synergies between the bank and financial service providers with standardized valuations.

Launched a new sales platform for 5,000 partners including technical topics, migration and training planning, and regulatory processes.

Ensured compliance by creating evidence, permission concepts, and follow-up on irregularities.

Outsourcing Owner:

Held service control boards with vendors.

Performed SLA checks and implemented SLA monitoring.

Negotiated prices in day-to-day operations due to ongoing inflation.

Conducted outsourcing audits, reviews, and prepared audit documents.

Industry: Insurance – Insurance Broker

Sold and advised on digital customer portals for large, medium, and small companies in claims and contract management.

Initiated and executed internal projects to future-proof the company.

Translated customer feedback into technical requirements.

Actively marketed, networked, and sold the IT product ecconnect.

Created presentation materials, promotional website, and sales/rollout process.

Developed consultant software to support consultants.

Conducted external and internal training and provided technical support.

Introduced an OTRS ticket system and later Jira Service Management with a knowledge base and self-service system.

Led new consultant positions and supported key clients like hospital groups, DAX corporations, dioceses, and welfare associations.

Sold the ecconnect SaaS solution and gathered feedback for feature enhancements.

Responsible for data protection and order processing in the customer area.