Liz Lesemann

Responsible for customer experience research and measurement, Voice of the Customer (VOC), defining metrics (NPS, CSAT, etc), reporting up to executive level. Analyzing the customer journey and turning insights into a digital strategy and execution, leading cross-functional teams. Team management; cross-functional project management; advising on research budget; setup and management of the CX platform.

Setup the new company-wide Voice of the Customer (VOC) program, introduced Net Promoter Score, created reporting dashboards and training materials for company-wide rollout and executive level reporting. Managed customer research for mrporter.com & yoox.com. Recruited and line managed team based in Milan and London, setting up in-house research practice for yoox.com in Milan. Advised on budget planning. Setup and management of the CX platform.

Responsible for user research and customer insight aligning strategic priorities and maximizing research investment; improved & re-launched the Voice of the Customer (VOC) program; introduced a customer segmentation; advised on budget planning.

Managed the user research roadmap and drove insight into concept, design and product strategy. Contributed to successful market launches of Telefonica’s pay TV and video services on desktop, mobile app (Pay TV Go) and set-top box (Vivo Premium TV, Movistar Play), working with UX, Product and local brand marketing teams across Spain and Latin America. Defined metrics to benchmark user experience. Technical supervision of the research team. Managed external research vendors.

Led design research to inform early design and product development of Telefonica's TV and video services, in-car telematics device and Firefox OS. Delivered the design for a proof-of-concept to announce Firefox OS at Mobile World Congress 2012 (open-source mobile OS built in collaboration with Mozilla). Ethnography and user testing across Latin America and Spain. Managed the internal UX lab, external design and research agencies.

Created design concepts and defined detailed designs for Vodafone mobile apps and later responsible for the user experience of Vodafone customized mobile phones, defining user experience guidelines. Worked with internal marketing, brand, terminals and product development, operating countries, phone manufacturers, external design agencies and software partners to deliver user experiences.

Steering of user experience research across Europe, the US, Canada, Singapore and India, being the interface between the internal team, local partner agencies, and the client. Carrying out user research of mobile services, websites, online shops, logistics applications, electronic program guides, health software. Translating findings into detailed design recommendations.

Supporting and managing global user experience research projects. Carrying out user research of mobile services, websites, online shops, logistics applications, electronic program guides, health software. Translating findings into detailed design recommendations.