Digital Management Case Study

Challenge

KPN Telecommunications company in the Netherlands needed to replace their content management system and upgrade features to promote products and offer services through the web in different languages.

Approach

As an expert in managing large-scale e-commerce implementations, Dylan was tasked with managing the implementation of specific features and products based on business needs while mentoring Dutch resources on product management and feature development.

Key Actions

• Worked with business stakeholders to development and document requirements as the “customer-champion” for the web site upgrade
• Managed and mentored international teams, adapting communication and management styles for cultural contexts
• Delivered solutions in both English and Dutch serving the Netherlands customer base
• Created process and routines for developing prototypes and soliciting feedback from stakeholders

• Successfully delivered e-commerce upgrade across all KPN consumer products and services in 8 months
• Helped build high-performing multicultural teams
• Maintained strong stakeholder relationships and received recognition from PwC managing partner for project excellence

Impact

Dylan was able to successfully bring features and stakeholder ideas to life through requirements gathering, competitive analysis, and working with development and design teams to produce a revenue-generating e-commerce site in Dutch and English within a condensed timeframe.

Recognition

Executives at KPN declared Dylan the “Customer-champion” of the team and called upon her expertise as the central point of contact for all proposed updates that would affect customer experience

Free 30 Minute Consultation