Lisanne B

CX leader with 8+ years of experience building, scaling and transforming customer-facing functions in fintech, gaming BPO and e-commerce. Proven ability to translate customer insights via journey management and Voice of the Customer programmes into structural behaviour change and measurable business impact: from a 52% reduction of a critical contact driver at Recharge.com to building complete CX leadership hierarchies. Experienced in NPS management, CX metrics, stakeholder management and change management in complex, fast-moving organisations.

Strong at connecting strategy, execution and customer culture, and at bringing teams along without relying on hierarchy.

Project Manager / CX Operations at 5CA (2023-01 – Present)

• Led cross-functional automation initiatives, evaluating outcomes on real customer impact rather than cost reduction alone.
• Collaborated intensively with senior stakeholders to align programmes to strategy in fully distributed, multicultural environments.
• Translated data insights into structured process improvements with measurable outcomes for customer and business.
• Managed client relationships in a B2B environment, coordinating escalations and mapping structural friction points.

CX Operations Lead at Cocoroco.com (2022-01 – 2023-12)

• Built the Candidate Operations department from scratch: designed workflows, defined metrics, managed a team of 3 Operations Specialists.
• Established a Voice of the Customer process that directly translated support data into product and process improvements.
• Acted as internal customer advocate in product and process initiatives, cross-functionally, without formal hierarchy.

Customer Support Manager at BTC Direct / BLOX (2021-01 – 2022-12)

• Managed CX operations for three fintech brands with a team of 30 staff; responsible for strategic planning and resource allocation as a management team member with budget ownership.
• Built a full CX leadership hierarchy (team leads and managers) capable of operating independently.
• Ran a structured Voice of the Customer programme that directly translated insights into product roadmap decisions.
• Worked extensively with Zendesk for queue management, workflow automation and performance reporting.

Lead of Customer Operations & Analytics at Recharge.com (2019-01 – 2021-12)

• Reduced a critical contact driver by 52% through customer interviews, root cause analysis and journey redesign in collaboration with marketing and product.
• Managed daily operations for support and outsourcing, including vendor management of an external team.
• Built the analytics and reporting layer that gave leadership quantitative insight into customer behaviour and contact trends.

Reporting & Application Specialist (CX) at Recharge.com (2017-01 – 2019-12)

• Conducted data analysis to identify customer pain points and translated insights into cross-functional improvements.
• Streamlined internal workflows to reduce repeat contacts and improve engagement metrics.

International Event, Music & Entertainment Studies – Fontys Academy for Creative Industries