Berend-Jan Rietveld

Awarded Service Excellence Professional of 2018. I am an experienced, empathic customer centricity and CX professional, strategic marketeer (B2B/B2C) and change manager. I am very passionate about continuously providing customers with the best possible experience, and I firmly believe that companies should transform themselves, to become more customer-centric and agile in order to continuously create more value for their customers and to obtain a structural competitive advantage now and in the future. My most recent job role is Lead Journey Factory. The Journey Factory is a systematic and repeatable approach to redesigning and implementing customer journeys that’s agile and fast-paced. My role is to enable the organization, ensure end-to-end ownership and empower cross-functional teams, and move away from thinking and working in silos. In my position as Head of Airline Marketing & Communications in 2018, I was awarded ‘Service Excellence Professional of the year’, based on my plan to improve customer relations with airline partners. For more information about Service Excellence: www.serviceexcellence.nu Throughout my career I worked in Marketing, Product Marketing and Business Development roles and gained experience in various B2C and B2B organizations, as part of the Management Team and leading teams. I’ve been able to bridge gaps between different parts of the business, create impact and connect and inspire people to engage in a customer-driven transformation. I am result-driven people manager who is inspired by Service Excellence, Agile and Lean. I connect employees and departments to achieve great service. It motivates me to let people thrive, achieve memorable customer experiences and sustainable commercial success.