Mariella Niederkofler
Global Customer Experience Manager
39 years old
Milan Italy
Professional Status
Employed
Available
About Me
Motto: Smiling Customers Come Back!
...Then you should contact me!
My name is Mariella Niederkofler and in my current role I help the business to listen actively to customers needs. Customer focus doesn't mean deliver business standards, but change business standards based on customer needs.
Looking forward to hear from you!
Do you want smiling customers and clients?
Are you looking for a person with good ideas, a lot of passion, but still very focused on execution and results?
Do you want to drive cultural change and transformation in your company?
Are you looking for someone able to transform ideas and dreams into an action plan?
...Then you should contact me!
My name is Mariella Niederkofler and in my current role I help the business to listen actively to customers needs. Customer focus doesn't mean deliver business standards, but change business standards based on customer needs.
Looking forward to hear from you!
Global Customer Experience Manager
Assicurazioni Generali
Since June 2015
- INTRODUCTION:
My strengths and key differentiation:
• Global Network across the Group (cross BUs & -functions) I can leverage on
• Know how about all specific BU challenges, best practices & strategic priorities.
• CX Expert – How the different silos & functions contribute in the E2E delivery of CX
• Proactive self-starter, full of energy & intrinsic motivation. Critical Thinker
• Building effective relationships & networks cross borders connecting with stakeholders at each level
• Consolidated experience in influencing in non-hierarchical situations
• Holistic and nuanced approach to any topic or issue
• Result and impact oriented. Structured approach to get things done.
• Continuous improvement spotting gaps & opportunities to transform ideas quickly into action plan
• Present & facilitate sessions, presentations, workshops also to large senior audiences - EXPERIENCE:
Project Management:
• E2E implementation of NPS program in 54 business units (B2B, B2C, B2B2C). Recognized as “the world’s most successful and expansive NPS program”
• Delivery of workshops, trainings, events for 2-200 person, from front line to board level.
• Develop supporting materials to equip & empower local teams. - Cultural Change Management
• Ensure local adoption of the NPS program
• Ongoing engagement of senior management.
• Cross functional team work (IT, Marketing, HR, and Operations) to pinpoint improvement areas on customer painpoints with highest impact.
• Steer BUs to measure impact on retention & customer satisfaction to drive business decisions. - Continuous improvements of the Group NPS Program:
• Proactive best practices sharing across all BUs
• Communicate key results to senior management
• Spot program Gaps & Opportunities:
o Developed First Contact Resolution Standards.
o Developed E2E of B1 Simple Language Program to address “Clarity of Communication” painpoint. Supplier Mgmt. (Live in 8 BUs).
o Developed Customer Culture Program to ensure all 70K employees read & work with customer feedback.
• Build Cross BU Customer Experience Communities (Contact Centre Community, NPS Community, B1 community, etc.)
• Spot customer insights, trends, and economics at group level (e.g. retention impact)
