Anouk Piening

Experience

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  ACLO

  Aug 2004 - Aug 2005

  Chairman of Daily Board

  •The ACLO is the student sport organization of Groningen, functions as an umbrella organization of 52 student sport clubs and has about 17.000 members Activities:•Managed the daily board of five women (full time)•Developed a five-year policy plan•Introduced a five-year financial plan•Involved in the preparation of the development of a new sport complex •Maintained external affairs

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  Lideke Wery Foundation

  Feb 2006 - Jun 2006

  Project Coordinator

  •Start a school from scratch on a Buddhist temple complex with English and Computer education for approximately 100 school leavers per trimester in Sri Lanka (a tsunami related project) •Recruited the employees for the school•Developed the course program, administration system and financial structure•Managed a team of ten local employees

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  Shell Gas & Power

  Aug 2006 - Jan 2007

  Intern

  •Internship (six months) for final thesis study Econometrics at the headquarters of Shell in The Hague. •Subject: When to charter out a Liquid Natural Gas (LNG) vessel? A ship scheduling simulation study.

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  Bain & Company

  Apr 2007 - May 2015

  Bain & Company is a world-wide strategy consultancy (50 offices) that helps top executives make decisions about their most critical business issues on e.g. strategy, operations, mergers & acquisitions, technology and organizationKey responsibilities as Senior Consultant in Bain's Strategy Practice:•Contributed to global strategy research and deployment, guiding Bain’s point of view on strategy, and providing training and support to help Bain consultants and client executives apply key research findings•Closely worked together with senior partner Chris Zook in writing strategy related books (e.g. ‘Repeatability’ and 'The Founder's Mentality') and commercializing the content (products, tools, roadshows) •Collaborated with Bain partners throughout the system to customize the strategy toolkit to industries (e.g. ‘strategy in banking’)•Managed a research team of five analysts and several ad-hoc resources to perform analysis for development and refinement of Bain’s point of view on strategy Show less •Responsible for assessing client issues, performing high-quality analysis and translating it into insights for clients in a range of capabilities and industries (project -based)•Led client meetings at CxO level and managed several resources•Involved in a wide range of capabilities and industries e.g. -Capabilities: Growth strategy (BU and corporate), due diligence for mergers and acquisitions, project management office (PMO) after merger, process redesign, call center optimization, customer segmentation, customer loyalty (NPS), customer journey mapping -Industries: Publishing, yellow pages, telecom, CPG, employment agencies, online insurance, lighting Show less

  • Senior Consultant - Strategy Practice

    Jan 2011 - May 2015

  • Consultant

    Apr 2007 - Dec 2010
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  Studystore BV

  May 2015 - Jan 2018

  As a member of the Studystore management team I am responsible for developing Studystore's strategy and creating an optimal customer journey for vocational and higher education students resulting in satisfied customers.Responsibilities include:*Business unit strategy (>€100M revenues)*Customer service: call center with ~75 seats at start study year (call, email, chat, social), self-service solutions for students and parents*Digital operations: digital support for students, teachers, educational institutes and publishers*Ecommerce: traffic generation, order flow, conversion, offering (assortment & pricing)*Life long learning: partnership with Udemy, provider of 45K online courses, digital marketing to promote the coursesIn addition, I am responsible for product and program management overseeing the product owners (Scrum) and the IT development program from a business point of view. Show less Studystore is a business unit of The Learning Network (previously Van Dijk Educatie), the largest distributor of educational materials in the Netherlands. Studystore is responsible for the sales and distribution of new and used books for University and Institutional students (HBO and MBO).As the Strategy and Program manager I'm a member of the Studystore management team and responsible for developing the strategy for Studystore and overseeing the execution of the strategic priorities. This includes overseeing the product owners (Scrum) and the IT development program from a business point of view. Show less

  • Manager Strategie en Klantinteractie

    Feb 2017 - Jan 2018

  • Strategie en Programma Manager

    May 2015 - Feb 2017
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  Anouk Piening

  Jan 2018 - now

  Zelfstandig consultant - Customer strategy, insights & experience,

  Als zelfstandig consultant adviseer ik bedrijven bij het ontwikkelen van hun klantstrategie op basis van klantinzichten. Ik heb ruime ervaring met programma management en agile werken, en ben met name sterk in het vertalen van strategie naar realisatie en het slaan van de brug tussen business en IT/Tech.Voorbeelden van klanten waar ik opdrachten voor doe of heb gedaan zijn Van Lanschot Kempen, Timing Uitzendbureau, Webfleet Solutions (voorheen TomTom Telematics), Madurodam, Pro Parents, Bol.com, ADG Dienstengroep, RGF Staffing, WMD, Heutink, InfoSupport, Swishfund, Studystore en Op=Op Voordeelshop. Show less

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  Pro Parents

  Jan 2018 - Aug 2023

  Product development | Tech | Customer experience | Parent journey
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  Wehkamp

  Dec 2018 - Aug 2019

  Head of Customer Experience

  Member of the management team of the Customer department and leading a team of 6 people responsible for tracking, optimizing and innovating the customer experience for Wehkamp customers (both online and offline)*Developed and started to execute on a new customer experience strategy: -New way of continuous NPS^ journey measurement with automated feedback loop to the organization and the customer, statistical model to determine impact and quarterly NPS competitor benchmarking -Continuous improvement initiatives focused on translating the brand promises throughout the journey, improving customer service and realizing a seamless journey with drop shipment partners -Focus on realizing step-change innovations (e.g. voice, virtual fitting) and personal(ized) experience (both automated and with human involvement) e.g. by organizing a ‘Winnovation Day’ *Due to changed strategic priorities the board decided to discontinue the Customer Experience activities resulting in termination of my contract^NPS: Net Promoter Score, a way to measure customer loyalty Show less

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  Benthurst&Co

  Apr 2020 - Dec 2022

  Consultant Customer Strategy & Customer Insights

  Benthurst & Co is a consulting firm dedicated to strategy and innovation with a focus on behavioural change. At Benthurst we make our clients digitally fit by putting the human element first:- deeply understand the customer by delving into emotional drivers- design differentiating offerings using technology to build connection- make governance agile to support a consistent customer experience

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  Webfleet Solutions

  Feb 2021 - Jun 2021

  Head of Customer Experience a.i.
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  Studio CIX

  Aug 2022 - now

  Experience Lead

  We are here to help you create memorable experiences. Whether you would like to design or improve the experience of your customers, your candidates, your patients, your employees, your suppliers or every other human, we are ready for the challenge!We bring you the “outside-in” perspective by looking through the eyes of your customers (or every other stakeholder you are interested in). By listening carefully to them, we identify their needs, motives and experiences. Based on these insights we craft a memorable journey, innovation or insights driven strategy. Taking your organisation by the hand to make sure a new way of acting is embedded. Show less