Sebastian Zwiesler
Project Manager & Business Consultant Experience
Experience
Jun 2024 - Dec 2024
7 months Lorem ipsum dolor sit amet
Adevinta / kleinanzeigen.de
- Goal: Development and optimization of loyalty and CRM initiatives for a leading e-commerce platform
- Solution: Identification of promising users, increase in engagement, and long-term retention to drive revenue growth
- Definition of local CRM direct communication for specific segments
- Translation of research insights into effective recommendations
- Planning and execution of CRM campaigns in close collaboration with marketing and product teams
- Identification of optimization opportunities in direct communication
- Collaboration with external agencies for creative solutions, prototyping, and UAT
- Measurement and reporting of key KPIs
Nov 2023 - Jun 2024
8 months Lorem ipsum dolor sit amet
Tabakindustrie
- Goal: Identification and quantification of the return on investment (ROI) of a global loyalty program
- Solution: Modeling cost structures, evaluating benefits, and developing an ROI calculation tool
- Strategic consulting and leadership of the project team
- Collaboration with the finance team for an aligned calculation basis
- Organization and moderation of stakeholder workshops
- Reporting and presentation of results to top management
Nov 2023 - Feb 2024
4 months Lorem ipsum dolor sit amet
Konsumgüter
- Goal: Anticipation of market changes through generative AI and initiation of an internal transformation
- Solution: Development of an AI vision, assessment of the AI landscape, and creation of an AI roadmap
- Leadership of a team of consultants and experts
- Analysis of current AI trends, risks, and opportunities, and derivation of strategic recommendations
- Creation of a multi-level AI roadmap to increase organizational maturity
- Facilitation of workshops and meetings for concept development
Oct 2023 - Jan 2024
4 months Lorem ipsum dolor sit amet
Tabakindustrie
- Goal: Optimization of customer experience through elimination of inconsistencies and pain points
- Solution: Five-stage process (Scoping, Understand, Ideate, Test, Scale) to identify and optimize touchpoints
- Assurance of project success (time, scope, budget)
- Stakeholder management and execution of requirements analysis
- Analysis and mapping of the customer journey
- Development and testing of prototypes in pilot markets
- Compilation of a global toolbox with best practices
Jan 2023 - Jun 2024
1 year 6 monthsProject Manager & Business Consultant Experience
comnovo - part of Linde Materials Handling / KION Group
- Goal: Relaunch of a B2B website to promote innovation and lead generation
- Solution: Comprehensive needs and customer journey analysis, UX concept, and prototyping
- Execution of customer needs analysis and prioritization
- Creation of information architecture and wireframes
- Management of the HCD process and validation in the customer lab
- Testing (UAT) and release preparation
- Overall management of website development and optimization
Jan 2023 - Jun 2023
6 months Lorem ipsum dolor sit amet
Automotive
- Goal: Developing a global CRM and loyalty program to increase CLV and revenue
- Solution: Strategic planning, process analysis, and customer journey mapping for a personalized loyalty program
- Project management (time, scope, budget) and stakeholder management
- Requirements analysis and customer journey mapping
- Development and operationalization of a comprehensive CRM and loyalty strategy
- Creation of a value-oriented roadmap
Nov 2022 - Mar 2023
5 monthsProject Manager & Business Consultant Experience
Deutsche Bahn
- Goal: Improving user experience and information quality through a website relaunch
- Solution: User needs analysis, content analysis, and UX optimizations validated in workshops
- Analysis of the initial situation and gathering requirements
- Conducting a UX audit and customer journey mapping
- Moderating a prioritization workshop
- Identifying suitable behavior patterns for UX optimization
Apr 2022 - Mar 2024
2 yearsDirector Consulting & Experience Strategy
Ogilvy Consulting
- Led consulting and experience strategy engagements across Frankfurt am Main and Barcelona
- Developed and implemented experience strategies for clients, ensuring alignment with business objectives
- Managed cross-functional teams and stakeholder relationships to drive project success
Jul 2021 - Present
4 years 6 monthsBusiness Consultant (Customer Experience, Loyalty & CRM)
Freelance
- Business consultant for customer experience, loyalty and CRM
- Freelance engagement focusing on CX, CRM and loyalty initiatives
Jan 2020 - Jul 2021
1 year 7 monthsProject Manager & Lead Business Analyst
Commerzbank
- Goal: Higher sales results and improved customer experience by integrating additional channels into the omni-channel platform
- Solution: Iterative design process with four design sprints to create personalized CRM campaigns and mobile app features
- Development of strategy and functional concept based on stakeholder requirements
- Documentation of requirements (epics & user stories)
- Development of an end-to-end process for customer consents under GDPR guidelines
- Stakeholder management and milestone planning
Dec 2019 - Jul 2021
1 year 8 monthsManager Consulting
CINTELLIC Consulting Group
- Managed consulting projects in Bonn and Frankfurt am Main
- Oversaw project delivery, resource allocation, and client engagement
- Conducted business analyses and delivered actionable recommendations to clients
Feb 2019 - Dec 2019
11 monthsBusiness Analyst & Product Owner
Deutsche Bank
- Goal: develop and optimize digital advisory and sales applications for financial and insurance products
- Solution: create a product vision, analyze requirements, and design UX and business-focused sales arguments
- Manage the product backlog and gather requirements
- Conduct user research and turn findings into UX concepts
- Map requirements into epics and user stories
- Conduct testing (UAT) before go-live
Jul 2018 - Jan 2019
7 monthsProject Manager / PMO
Deutsche Bank
- Goal: personalized customer experience through dynamic content elements on the website
- Solution: implement an A/B testing framework and dynamic content management in Adobe Experience Manager
- Prepare and facilitate steering committee meetings
- Stakeholder management, team and budget planning
- Strategic project planning and business case development
Jan 2018 - Jun 2018
6 monthsBusiness Analyst & PMO
Deutsche Bank
- Goal: develop a data-driven CRM and CX platform based on the Adobe Experience Cloud
- Solution: build a digital marketing platform focused on campaign and content management
- Prepare and lead steering committee meetings and workshops
- Stakeholder management and project controlling
- Create detailed customer profiles as a basis for personalized interactions
Sep 2017 - Nov 2019
2 years 3 months(Senior) Consultant
CINTELLIC Consulting Group
- Delivered consulting services in the areas of CX, CRM and digital strategy
- Collaborated with clients to gather requirements, design solutions and implement recommendations
- Supported business development efforts and mentored junior team members
Sep 2017 - Dec 2017
4 monthsBusiness Analyst
Deutsche Bank
- Goal: Designing a GDPR-compliant permission center to manage opt-ins and subscriptions
- Solution: Specifying and documenting system requirements in a high-level concept
- Business analysis and stakeholder management
- Creating a functional specification and preparing documents for the steering committee
Summary
As an experienced CRM, CX, and UX consultant, I have many years of project experience bridging the gap between business and IT. My expertise spans project management, business analysis, CX management, UX research, concept, and design, as well as the precise gathering, capturing, alignment, and documentation of requirements in various industries, including banking, consumer goods, transport & mobility, and the automotive industry.
- Customer-centered design of touchpoints along the entire customer journey, including customer research, prototyping, and UI/UX optimizations, to create a smooth and positive customer experience.
- Conceptualizing and implementing customer-centric CRM, marketing automation, and loyalty programs that enable personalized customer interactions, differentiate brands, and deliver exceptional customer experiences.
- Collaborating with cross-functional teams to seamlessly integrate experience initiatives and foster a culture of customer focus and innovation.
Roles for your project
- Business Consultant (CX, UX & Loyalty)
- Project Manager
- Business Analyst
Skills
- Digital Strategy
- Ai Strategy & Generative Ai
- Customer Experience (Cx)
- Crm, Loyalty & Nps
- (It-) Project Management
- Scrum Master (Psm I)
- Business Analysis
- Design Thinking & Hcd
- Ux-research & -Design
- Adobe Experience Cloud
- Salesforce Cloud
- Braze
- Sas Ci 360
- Confluence / Jira
- Sketch / Figma / Zeplin
- Google Analytics
- Uxpressia / Theydo
- Miro & Microsoft Suite
Languages
German
NativeEnglish
AdvancedSpanish
ElementaryEducation
Aug 2016 - Jan 2017
Corvinus University Budapest (HU)
International Management · Budapest, Hungary
Oct 2015 - Oct 2017
Int. School of Management
Master · Strat. Marketing Management · Munich, Germany
Oct 2011 - Jul 2014
Justus Liebig University
Bachelor · Psychology · Giessen, Germany
...and 1 more
Certifications & licenses
Generative AI For Business Leaders & Executives
IBM
Generative AI Fundamentals
IBM
Conversion Manager
konversionsKRAFT AG
Professional Scrum Master (PSM I)
scrum.org
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