Stefan Sieger

Experience

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  Swiss Re

  Aug 1994 - Jan 2022

  Managing Director, combining the roles of Chief Information Officer, Customer Care Officer and Internal Consultancy Leader managed and inspired a team of over 550 employees (250 internals in 11 locations) and USD 65m direct cost responsibility, managed in a fully compliant, sustainable and forward-looking way exceeding all respective targets. Direct report to Head Group Digital & Technology Officer.Achievements: I/Led creation and operations of the combined, cross functional customer interaction and experience platform (ContactOne) for all Swiss Re's Group Operations services for 15'000 employees globally incl. the definition and implementation of a joint operating model of the divisional customer care units. Absorbed 52% increase of contacts, decreased cost-to-service by 20% while keeping the internal customer satisfaction at a NPS of 86.II/Built and led a Center of Expertise (CoE) based organisation dedicated to enable and deliver Swiss Re’s transformation agenda (Group and Functional Must-wins) achieving a Customer satisfaction of 97%.III/Led implementation of a strategic customer care capability for external client solutions by scaling internal services capabilities. Onboarded 12 solutions with over 4'000 active clients within less than 12 months.IV/Successfully modernised the global Enterprise Service Management Platform (ServiceNow) over a three-year period achieving a substantial decrease of solution complexity and reduction of total cost of ownership of over USD 2m Weniger anzeigen Managing Director, combining the roles of Chief Information Officer and Group internal Customer Care Officer, led a team of over 420 employees (220 internals in 10 locations), USD 60m direct cost, in a fully compliant, sustainable and forward-looking way exceeding all respective targets. Direct report to Group Chief Operations Officer.Achievements:I/Established, built-up and led a dedicated Division to support and accelerate Group Operations’ understanding and implementation of its digital transformation.II/Greatly advanced the delivery excellence and effectiveness of Swiss Re's Group Operations digital capabilities (over 110 IT solutions) achieving sustainable cost-efficiency, automation, simplification and satisfaction across a highly diverse customer base.III/Led creation and operations of the combined, cross functional customer interaction and experience platform (ContactOne) for all Swiss Re's Group Operations services for 15'000 employees globally incl. the definition and implementation of a joint operating model of the divisional customer care units. Absorbed 52% increase of contacts, decreased cost-to-service by 20% while keeping the internal customer satisfaction at a NPS of 86.IV/Repeatedly evaluated and optimised organisational capabilities and setups in the light of changing strategic focus and business demands. Iteratively built up highly performing and engaged teams (550 colleagues in 10 international locations) through a series of evolutionary and transformational organisational realignments.V/Systematically introduced innovative digital customer service capabilities in the customer care ecosystem (ContactOne) incl. cognitive computing and conversational artificial intelligence.VI/Expanded on the strategic partnership with ServiceNow to leverage Swiss Re's Enterprise Service Management Platform to achieve high level of process standardization (from 7 version of the ITIL process to one)VII/Created CX CoE to provide best practicOroup Operations Weniger anzeigen Managing Director, as Group Internal Customer Care Officer directed and inspired a team of over 250 employees (180 internals in 36 locations) and USD 60 direct costs responsibility (USD 120m service cost responsibility) in a transformational, compliant and sustainable way meeting all respective targets. Direct report to Group Chief Information Officer, Member of the Information Technology Executive Team.Achievements:I/Established a highly performing, greatly appreciated and externally benchmarked 24/7 follow-the-sun and globally working IT Service Desk organisation by bringing together formerly regionally and independently operating units. II/Transformed the locally organised IT Field Services units in all 82 Swiss Re Office locations into a highly effective, global function achieving impressive cost reductions yet highest customer satisfactions by systematically partnering with external service providers.III/Transformed the Digital Workplace unit into a product-oriented function offering effective and seamless workplace services for the Swiss Re workforce globally (> 18'000).IV/Led creation and operations of the combined customer interaction and experience platform (ContactOne) for all Group Operations services incl. the definition and implementation of a joint operating model of the divisional customer care units resulting in an outstanding, scalable customer-centric organisation. Absorbed 52% increase of contacts while Weniger anzeigen

  • CIO Group Operations, CCO & Internal Consultancy Leader (Head Design & Delivery Service)

    Jul 2020 - Jan 2022

  • Global Sponsor and Leader of GoAgile (Swiss Re’s Scaled Agile Transformation)

    Feb 2020 - Jan 2022

  • Head of the Emergency Management Team

    Jan 2019 - Jan 2020

  • CCO & CIO Group Operations (Head of Customer Experience & Digital Delivery)

    Apr 2017 - Jul 2020

  • Head IT Customer Service

    Apr 2012 - Apr 2017

  • Head IT Customer Service

    Jan 2008 - Jan 2012

  • Head GIO Office

    Jan 2006 - Jul 2008

  • Head Business Architecture Standards and Support

    Jan 2004 - Apr 2006

  • Head Business Development Unit

    Jan 2000 - Apr 2004

  • Senior Business Analyst, Finance

    Aug 1994 - Jan 1999
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  Digital Economy Award

  Sept 2019 - Aug 2023

  Member of the Jury, The next global hot thing

  The digital economy forum singles out Switzerland‘s top companies and endeavors in tech. I am member of the jury that scouts the most ambitious moonshot companies in Switzerland

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  Swiss AI Award

  Jan 2020 - now

  Member of the Jury

  The Swiss AI Award honors amazing innovation and qualitative breakthroughs in Artificial Intelligence. By means of a renowned international jury, both the global business potential and the scientific and qualitative innovation in AI is assessed and awarded. The Swiss AI award takes place yearly, nomination is possible via recommendation and scouting partners only.

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  Agile Leadership Day

  Jan 2022 - Feb 2023

  Board Member
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  None

  Jan 2023 - Jul 2023

  Private Projects/Sabbatical
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  Accenture

  Jul 2023 - now

  Principal Director Management Consulting