Change Leader & Project Lead in
Digital Transformation / Customer Centricity / Governance Design /
BPM / Strategy /
Digital Marketing / Customer Loyalty
Taco Nieuwenhuijsen
Background
Featured experience
Bringing over 35 years of hands-on customer-centric 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 and private sector organizations with digital transformation programs from a customer-centric perspective:
In 2023, designed, planned, and successfully managed a digital transformation program including 5 government sector plans and 5 digital product ecosystem plans for a KSA-based governmental agency.
Enhance customer experience journeys and business processes while developing a customer-centric culture:
In 2020/22, designed and delivered fully-fledged digital CX/UX/BP assessments, business cases, and short-term implementation programs for multiple KSA-based governmental agencies.
Articulate and deliver tailored customer-centric change roadmaps for retailers and financials:
In 2019/2020, delivered customer-centric change roadmaps for a Dubai-based bank and a Riyadh-based financial governmental agency.
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:
Worked for governmental sectors, finance, and global airlines.
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 various leadership roles in multiple multinational, regional, and local organizations in Europe and Asia.
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.