Kai-Uwe Niephaus

Led the evolution of the Connectivity Pay Journey for Jio's core B2C/B2B telco business, serving 500M Indian customers. By aligning leadership, products, channels, and operations on a end-to-end customer journey vision, enabling orchestrated operationalization, the initiative increased CSAT and NPS, reduced payment failures and customer calls – while establishing innovation structures along with an experience standards framework to support Jio's transformation into a customer-centered design organization.

Evolved the product value proposition, serving as the source of truth for product evolution and experience design by streamlining strategy and operations across the organization. This resulted in a cohesive customer experience, reduced transactional costs and increased retention.

Leveraged in-depth customer research, business ethnography and internal stakeholder co-creation to re-envision three key services and the customer experience lifecycle for private banking – igniting a CX program supporting an experience-led organizational transformation.

Led service design and implementation for effective end-to-end complaint management across the organization – increasing customer trust, CSAT and significantly reducing tackling factors, exceeding NPS goals within a digital transformation program.

Designed product and POC allowing customers to directly tip workers that produce their goods • Mentored founders and drove customer discovery studies, prototyping, product design, business modeling, and roadmap • Supported founders in validating customer audience and willingness to pay • Secured four high profile partnerships and initial funding in an accelerator program

• Led design for quarterly product launches and integrated campaigns for Bosch Professional Accessories at global scale • Hired, managed and mentored design teams, and developed client projects • Developed and implemented Live TV feature for award winning RedBull TV • Evolved design system and living styleguide for Red Bull TV streamlining decentralized development and consistency across mobile, desktop and TV platforms

• Brand Design of merged media brands Welt and N24. Including brand architecture, design concepts and prototypes for digital, print and TV. • Concept and Artdirection of product and brand campaigns for Bosch Professional Accessories.