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Change Leader & Project Lead in
Taco Nieuwenhuijsen
Taco Nieuwenhuijsen
Background
Background
Featured experience
Featured experience
Bringing over 35 years of hands-on customer-centric digital transformation change -and performance enhancement leadership in technology-driven sectors.
Project management roles in sectors such as government digital transformation, e-commerce retailing, financials, retailing, professional services, hospitality, airlines, and government.
Addressing challenges from a strategic holistic perspective while simultaneously effectively driving short-term results by driving leading metrics.
Strong background in attracting, developing, and motivating teams using hands-on leadership and creating a common cause.
Support government sector organizations with digital transformation programs from a customer-centric perspective:
In 2024/25, successfully advised one of Saudi Arabia’s largest governmental digital platforms on enhancing organizational performance across the four DGA DXMI dimensions—Customer Experience, Customer Satisfaction, Data Management, and Emerging Technologies including AI. Delivered strategic guidance and actionable insights that directly supported measurable improvements in platform maturity and beneficiary outcomes.
In 2023/24, led the design, planning, and execution of a comprehensive digital transformation program for a Saudi Arabian government agency—delivering five sector-specific transformation roadmaps and five integrated digital product ecosystem strategies. The program aligned with national priorities and enabled cross-sector coordination, digital maturity advancement, and platform-centric service innovation.
Enhance 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.
Articulate and deliver 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.
Assess, design, and deliver (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.
Design, implement, and evaluate 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.
Provide 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.
Provide knowledge transfer and skills development mentorship in the fields of 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.
Convert marketing strategy focus from offline to digital:
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.
Enhance the customer experience throughout each of the brand journeys which resulted in significant growth of brand advocacy:
Designed and established a social media platform in the Netherlands (PaaS) and an e-commerce platform in Germany.
Reposition global loyalty programs by means of a complete redesign of the CX for each stage of the customer life cycle:
Repositioned frequent flyer/loyalty program for two global airlines.
Initiate disruptive platforms covering sectorial digital 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.
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