Tom W. - Interim Management for Customer Experience and IT Project Management

Go to Website

Kirchzarten, Germany

Experience

Aug 2024 - Feb 2025

7 months

Interim Customer Experience Management for Indirect Sales Systems

badenova Energie GmbH

Modeled customer journeys and touchpoints for indirect sales partners
Designed and optimized clearing processes
Prioritized and cleaned up the backlog of existing partner applications
Improved billing and service processes of sales partners
Managed requirements for replacing and rebuilding the system using a no/low-code platform
Supported the rollout of a group-wide customer experience management system
Oversaw external service and implementation partners

Jul 2023 - Dec 2024

1 year 6 months

Implementation of Brand and Media Asset Management System

Energieberatung Verbraucherzentrale Berlin

Gathered requirements for brand management (processes, data flow, system landscape, stakeholders)
Prepared evaluation matrix for selecting and assessing system and service providers
Analyzed results and made make-or-buy decision
Prepared tender and requirements specification
Supported content, functional and visual design of the system
Coordinated project, quality assurance, rollout planning and hypercare

Jan 2023 - Oct 2023

10 months

Interim Program Lead for Partner Billing System

Swiss Life AG

Led the functional and IT program
Coordinated multiple workstreams, IT modules and their POs/PMs
Conducted architecture reviews and harmonized Waterfall and Agile within LeSS/SAFe
Collected requirements for migration planning, rollout and operations
Managed project reporting, controlling, escalations and stakeholder communication at C-level
Oversaw data migration coordination and documentation
Reviewed past plans and coordinated replanning

Jun 2022 - Aug 2022

3 months

Evaluation of Content and Digital Asset Management System

Verbraucherzentrale Bundesverband

Collected requirements for editorial and structured content as well as digital assets, their creation and channels
Translated requirements into a requirements specification based on use cases for an implementation tender

Jul 2021 - Aug 2022

1 year 2 months

Interim Head of Digital Group Marketing / Group Website Relaunch

Zehnder Group AG

Took over and coached the international project team
Optimized project methods and realigned project scope
Improved budget planning and controlling
Gathered requirements and defined methodology and functional concepts for various B2B applications
Managed design and implementation vendors
Created editorial content and managed translation processes
Integrated PIM/DAM and planned the rollout of a multibrand CMS

May 2021 - Oct 2022

1 year 6 months

Interim Program Lead for IT Digitization Projects for National Teams

DFB IT

Coordinated various IT projects and project managers at the DFB Academy
Harmonized budgeting, controlling and reporting for multiple digitization projects
Gathered football-specific and organizational requirements and concepts
Ran tenders and evaluated vendors for social apps, goalkeeper portal, medical systems and team management systems
Created and maintained backlogs for existing applications
Managed implementation, QA and rollout of custom developments
Optimized analytics and reporting for DFB websites using Adobe Analytics
Designed and prototyped test automation with Robot Framework and Selenium WebDriver

Dec 2020 - Apr 2021

5 months

Interim Overall Project Lead for B2B E-Business Framework Replacement

nexMart GmbH & Co. KG

Aligned and synchronized multiple DevOps-SCRUM teams for shop, catalog data and order processing
Improved Definition of Ready and Definition of Done
Developed overall project plan, resource and capacity planning, critical paths in Jira and Confluence
Designed domain and feature architecture and managed stakeholder communication
Planned migration scope for hundreds of customer order configurations
Coached subproject managers

Sep 2019 - Jan 2020

5 months

Interim Manager and E-Commerce Architect

Wittur Group / Sematic

Analyzed current organization, systems and interfaces (shops, ERP, CRM, PDM/PIM, MAM)
Defined requirements for future system landscape and harmonized international ERP landscape
Developed, evaluated and managed international tenders (shop software and vendors)
Negotiated with software vendors and service providers
Drafted business requirements, business model/ROI, information, domain and service architecture
Designed UX/UI and harmonized product catalog structures, navigation and filter concepts

Apr 2019 - Aug 2019

5 months

Interim Product Owner SaaS/IoT Platform

BlueID GmbH

Improved and structured Scrum process for an international team of 10 in UX, development, marketing and support
Prioritized epics and stories in the product and groomed backlog
Introduced quality assurance practices into the Scrum process
Created a feature roadmap for SaaS cloud, web and app applications
Designed a feature booking and subscription portal
Planned tech stack harmonization and modeled knowledge, documentation and transfer processes
Analyzed and planned UX/UI harmonization and introduced Adobe XD as the design tool
Managed pilot customers and set up an innovation management process
Supported planning for a new CRM (Salesforce) and mapping data flows

May 2018 - Jul 2018

3 months

Digitization: Data Flow Process Modeling

OMYA AG

Evaluated CMS requirements, designed concept and models
Modeled editorial and structured content in BPMN
Mapped data flow processes for B2B shop and CRM (Salesforce)

Aug 2016 - Dec 2017

1 year 5 months

Interim Head of Digital Group Marketing

Zehnder Group AG

Ensured smooth international operations (editorial and services)
Optimized international editorial processes (translations, content, SEO)
Trained international editors and hired new staff
Selected a vendor for web system operations transition

Mar 2012 - Aug 2016

4 years 6 months

Digital Marketing and E-Commerce Strategies

Zehnder Group AG

Advised on online communication, online marketing, SEA, self-services and e-commerce offerings
Designed global website architecture (26 countries, 14 languages), information architecture and domain strategy
Analyzed editorial processes, product data management and interfaces to PIM, MAM, CRM (Salesforce) and ERP systems
Developed requirements specs, detailed concepts, CD guidelines and functional prototypes (Axure, Adobe XD, Bootstrap, jQuery)
Introduced project management methods (Agile, Scrum, Gantt) and tools (JIRA, Trello, Confluence)
Selected vendors for relaunch and implementation (PIM, MAM, MOM, CMS, shop)
Launched an international product configurator and various landing pages, integrated shop with ERP systems
Implemented Google Analytics, e-commerce dashboards and digital event POI systems
Designed and launched B2B and B2C spare parts shops and multilingual customer portals

Sep 2009 - Dec 9999

7990 years 4 months

Freelancer Digital Strategies, Customer Experience Management, UX Design, Project and Interim Management

Freiberufler

Summary

CONCEPTS B2C/B2B e-business and e-commerce systems across the entire customer lifecycle in the front and back end
PRODUCT OWNER business and process analysis, business value & backlog management for digital products and systems
CUSTOMER EXPERIENCE modeling customer & user journeys across offline and online touchpoints, information architectures, UX wireframes and clickable prototypes, digital brand and marketing management systems
PROJECT and INTERIM MANAGEMENT linear and iterative project management, planning and running workshops, digital project turnarounds, managing RFPs, building and leading digital organizations