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Background
Background
I am a reflective change leader in international dynamic markets.
The commonality of my multi-industry experience has always been a Customer-Centric philosophy driven by data-driven customer insight.
My credentials include the conception and successful implementation of a significant number of MNC disruptive global change programs, financial turnarounds, Internet startups, and differentiating customer propositions in passenger air travel, consumer e-commerce, and technology services.
I enjoy driving complex programs from a holistic contextual perspective, adding new business concepts, orchestrating functions while engaging stakeholders, aligning overlapping processes, and integrating technology solutions.
Please contact me directly for an open conversation to discover what I can do to enhance your performance and reach your business goals: taco.nieuwenhuijsen@e-marketing-s.com
Bringing over 35 years of B2C, B2B, G2C top -and bottom-line change leadership in complex, technology-driven sectors.
Thought leader in the field of complex organizational challenges related to strategy alignment, governance, customer experience management, business processes, digital transformation, and omnichannel e-retailing.
Bring an exceptional ability to address challenges from a conceptual strategic perspective while driving results effectively by focusing on operational short/mid-term OKRs and leading metrics.
Inspire and motivate people from all cultures to a common cause; strong background in attracting, and developing multinational teams.
Featured experience
Featured experience
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Supporting government sector organizations with digital transformation programs from a customer-centric perspective
Supporting government sector organizations with digital transformation programs from a customer-centric perspective
In 2024/25, advised and led an 18-month program for one of Saudi Arabia’s largest government digital platforms to enhance performance across four DGA DXMI dimensions—Customer Experience (CX), Customer Satisfaction (CSAT), Data Management, and Emerging Technologies (including AI) - delivering strategic guidance and actionable insights that drove measurable gains in digital-maturity scores and beneficiary outcomes.
In 2023/24, led a 15-month program encompassing the design, planning, and execution of seven comprehensive sectorial digital transformation plans for a Saudi Arabian government agency. Each plan included a current state assessment, governance operating framework design, strategic initiatives, roadmaps, and comprehensive implementation plans. In parallel, we produced eleven integrated digital-product strategy plans enabling cross-sector digital-maturity acceleration, and service innovation
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Enhancing customer experience journeys and business processes while developing a customer-centric culture
Enhancing customer experience journeys and business processes while developing a customer-centric culture
Between 2021 and 2022, led the design and execution of comprehensive digital CX, UX, and business process (BP) assessments for multiple KSA-based governmental agencies—delivering actionable business cases and short-term implementation programs that accelerated service transformation, beneficiary engagement, and operational efficiency.
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Articulating and delivering tailored customer-centric change roadmaps for retailers and financials
Articulating and delivering tailored customer-centric change roadmaps for retailers and financials
In 2019/2020, developed and delivered customer-centric transformation roadmaps for a leading Dubai-based bank and a Riyadh-based financial government agency—aligning stakeholder priorities, regulatory requirements, and service design principles to drive measurable improvements in customer experience and institutional agility.
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Assessing, designing, and delivering (digital) brand journey assessments
Assessing, designing, and delivering (digital) brand journey assessments
Conducted various 360° digital consumer journey reviews for a UAE-based insurance company, the finance sector in Bahrain, and a Netherlands-based retail chain.
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Designing, implementing, and evaluating governance operating frameworks and articulation of policies, customer journeys, and business processes in line with TQM principles
Designing, implementing, and evaluating governance operating frameworks and articulation of policies, customer journeys, and business processes in line with TQM principles
Successfully led strategic initiatives across government ministries, financial institutions, and global airline groups—driving digital transformation, customer experience innovation, and cross-sector performance improvement.
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Providing strategic and tactical advisory regarding the design and scalable application of Customer Data Platforms enhancing customer insight and predictive analytics for significant gains in customer journey management
Providing strategic and tactical advisory regarding the design and scalable application of Customer Data Platforms enhancing customer insight and predictive analytics for significant gains in customer journey management
Designed, implemented, and managed a CX & BP platform for a Riyadh-based multi-divisional professional services company.
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Transferring knowledge and developing skills in the fields of strategy design, digital marketing, customer engagement, and customer loyalty optimization
Transferring knowledge and developing skills in the fields of strategy design, digital marketing, customer engagement, and customer loyalty optimization
Held senior leadership positions across multinational, regional, and local organizations in Europe and Asia—spearheading growth, transformation, and cross-cultural team development in complex and dynamic markets.
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Transitioning marketing from analogue to digital channels
Transitioning marketing from analogue to digital channels
Achieved an efficiency increase of +35% and an e-commerce revenue growth of 85% to USD 450Mn in an 18-month time frame for a global airline.
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Repositioning global loyalty programs by means of a complete redesign of the CX value chain
Repositioning global loyalty programs by means of a complete redesign of the CX value chain
Propelled two change programs for the Loyalty department of two global airlines, including brand positioning, governance, processes and organization re-engineering.
Grew the FFP membership base with more than 60% in under two years by initiation of aggressive member acquisition programs.
Repositioned a global frequent flyer program into an award-winning loyalty brand.
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Initiating disruptive digital platforms covering complete sectorial ecosystems
Initiating disruptive digital platforms covering complete sectorial ecosystems
In 2017/18, developed Dhiafa.com and StayXtra; conducted the holistic market assessment, developed the business concept, operating model, and 5-year business plan of a disruptive hospitality platform tapping into unserved needs of consumers and real estate/hospitality operators in KSA, GCC, and Asia.
In 2000/2003, developed, launched, and successfully exited the largest teenager social media platform (PaaS) of the Netherlands.
Former Companies
Former Companies
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