Alexandra Richter

Product management for an AI-enabled medical device in chronic pain management CX Strategy, Design of patient and provider experience across all touchpoints Translation of clinical, patient and business needs into product requirements Leading cross-functional collaboration between healthcare, design and technology stakeholders

Co-creation of the bank’s CX-strategy Optimization of client journeys across digital and assisted channels: Financing, insurance, advisory, digital onboarding Voice of the customer insights: quantitative and qualitative research Analysis of key journey touchpoints, pain points & opportunities, translation into requirements for development teams CX lead for all domain journeys, with cross-team responsibility

Customer Experience, Service Design and Product Management professional with 10+ years of experience designing customer-centric services, digital products and transformation initiatives. Experienced in journey mapping, service design, customer research and cross-functional product development. Currently expanding my expertise into AI-powered customer experience, digital health and preventive healthcare through hands-on work in MedTech and advanced studies in AI and healthcare innovation.

Vernetzung der UX-Gemeinschaft und Organisation des internationalen World Usability Day (WUD).

Fachliche Unterstützung und Übungsbetreuung in den Modulen Anforderungsanalyse und UX-Techniken.

Kundenkommunikationsstrategie, Entwicklung eines Kundensupport-Websystems, Produkttests, Kundenforschung, Mitarbeiterschulungen.

Sammlung und Analyse der Information, tägliche Vorbereitung der Artikel für Internetzeitung

Organisation der Arbeit der Redaktion, Schreiben der Artikel

The CAS focuses not only on operational CX topics, but on the strategic embedding of Customer Experience within the company. The combination of CX strategy and AI-driven transformation creates a clear unique selling proposition. AI integration: Customer Experience and Artificial Intelligence are linked holistically — from data analysis and personalization to automation.

Customer Experience Management deals with the evidence-based management of customer experiences. Based on current practical cases from various industries, I learned how to scientifically assess, design and improve the experience of our customers.