Experience

Operational customer insight for a national fibre network operator — embedded with the teams who own the customer experience rather than adjacent to them. Work conducted primarily in German.

• Own a survey programme collecting roughly 10,000 responses a month, running end to end without manual handling — anonymisation, driver analysis, classification and sentiment scoring, with results enriched back into Qualtrics.
• Built the automated anonymisation pipeline that makes the programme viable at that volume, keeping open-text analysis compliant without a manual review step.
• Iterate the instruments continuously against what the automated analysis surfaces, rather than running an unchanged tracker quarter after quarter.
• Run rapid investigations into live experience failures for the operational teams who act on them.

Customer research for a machine translation product with a global, multilingual user base.

• Ran the mixed-method B2B research behind the launch of DeepL Voice — qualitative discovery paired with quantitative validation to shape and size the opportunity.
• [One more: a study that changed a decision, or the scale of feedback you worked across.]

Joined Penta as a quantitative UX researcher and was retained through the Qonto acquisition, taking ownership of voice-of-the-customer across European business banking markets.

• [What the VoC programme covered and what it changed.]
• [A number: response volumes, markets, NPS or satisfaction movement.]

Market and customer research for a consumer subscription business operating across multiple languages and markets.

• Owned brand tracking across 16 markets, plus ad-hoc campaign tracking for marketing.
• Owned the CSat and NPS programmes across the 6 core markets.
• Ran product research feeding directly into roadmap and go-to-market decisions.