Mirko Jung

My sandbox for AI and customer work, alongside small advisory engagements in my network. Sandbox: I run an AI stack with synthetic teams and product owners to experiment with human/AI workflows. One result is a set of interviewable digital twins of customers, built from existing research. Advisory: mainly AI enablement for leaders, and customer journey and VoC questions where ownership, data and decisions need to come together. Blog: InsideCX, monthly, on what I learn.

Tasked with entrepreneurial mandate to develop scalable CX advisory models and commercial go-to-market frameworks for B2B and Tech/Durables sectors. Translated enterprise CX transformation experience into credible value propositions for complex client environments. - Developed CX value propositions connecting enterprise transformation challenges to commercial advisory solutions across research, insights, and consulting contexts - Mentored and led team members and peers, fostering collaborative and success-

Senior strategic and delivery lead for enterprise-wide CX transformation at a €16B semiconductor company. Reported to Global CX VP. Built operating model, governance infrastructure, and VoC capability from scratch across a global organisation with 10+ business units and a corporate CX council & steering committee consisting of VP+ and key stakeholders STRATEGY Architected multi-year CX strategy and transformation roadmap; secured C-level approval, annual budget authorization, and organisational mandate; De

Direct report to Managing Director. Mandate: translate CX and UX best practices into scalable organisational capability for a luxury appliance brand (€600M+ revenue) targeting HNWI customers globally. RESULTS Diagnosed root causes of low US service satisfaction; redesigned service journey, escalation protocols, and agent training → NPS +10 points within 6 months; Designed end-to-end luxury customer journey model (audience profiling, touchpoint orchestration, service excellence framework) adopted for globa

P&L responsibility for BSH's first direct-to-consumer product launch in a new-to-world category. Led interdisciplinary team from concept validation through market launch across UK, Germany/Austria, and China. RESULTS: Launched across three markets on time, on budget — Year 1 profitability achieved; Validated product-market fit pre-launch through systematic customer discovery (qualitative + quantitative); Generated €50K+ in crowdfunding pre-orders (Indiegogo) to de-risk GTM strategy and validate target segm

Unit-wide CX and UX subject matter expert for Bosch's global brand organisation. Direct report to brand owner (executive level). Customer advocate in strategic cross-functional brand, innovation, and product projects. RESULTS Introduced customer journey thinking and agile research methods as organisational best practices; provided expertise for corporate-wide CX transformation blueprint adopted across business units; Partnered with brand and creative teams on global campaign development; delivered highest-

Client responsibility for selected German premium brands in the automotive sector, functional lead of expert teams, focus on product portfolio optimization. RESULTS: Won Audi frame contract in competitive pitch; managed P&L → €500K+ annual revenue, multi-year partnership; Led 9-month Audi China customer journey study (200+ participants); Supported VW EV launch via product clinics validating value propositions, pricing, and positioning

Contributed to consulting projects in the area of innovation management. Took over responsibility for small to medium scale projects. RESULTS: Won pitch and led VW's first EV product clinic with 150 participants.

TOPIC OF THESIS: “A METHODOLOGICAL ASSESSMENT FOR CUSTOMER-DRIVEN PRODUCT DEVELOPMENT IN CULTURALLY DIVERSE MARKETS”