Turning complex, ambiguous problems into clear product roadmaps.

Biopharma

• Digital / AI Transformation Coach: driving the rethinking of internal processes and tools for the agentic-AI era — facilitating design-thinking workshops and design sprints with stakeholders to surface high-impact strategic initiatives and define high-level requirements for future tools.

EU Digital Identity Wallet & Once-Only Technical System — European Commission (DG CONNECT, DG DIGIT)

• Lead two cross-functional teams of 4 accelerating implementation of two EU flagship products across 27 Member States — spanning web delivery, experience design and communication.
• UX & Product Design: chair the UX workgroup for OOTS, translating technical, regulatory and citizen needs into prototypes, journeys and recommendations that align 27 Member States and inform design decisions locally.
• Website & communications: own the digital presence of both products — vision, roadmap, backlog and sprint planning of implementer-facing websites serving 1,000+ implementers and EU officials monthly; scaled adoption through targeted campaigns and hackathon-style events with 200+ participants.

• Customer Journey Lead, Insurance: mapped end-to-end customer journeys across digital and contact-centre touchpoints, diagnosed pain points driving inbound volume, and defined a new omni-channel strategy with prioritised journey improvements.
• Lead Researcher, Digital Banking & Insurance Maturity Study: benchmarked 10+ Belgian banks and insurers on functionality, UX and journey alongside a 1,000+ consumer survey — a flagship Deloitte report covered in De Tijd and L'Echo that shaped client roadmaps.
• Service Designer, Private Banking: led discovery, prototyping and user testing of a new mobile investment platform for millennials — validated the value proposition with 50 users and shaped the client's go-to-market decision.
• Functional Lead, Brussels Hospital: researched and designed the future patient-onboarding experience; owned requirements and delivery of new self-service kiosks, managing integration with queuing systems, payment providers and in-house hospital software.

• Product Manager, Global Insurer HQ: owned the end-to-end refresh of a knowledge-sharing platform used across 14 global entities — rebuilt value proposition, content and UX based on user feedback to grow traffic and lift user satisfaction.
• Functional Analyst, FMCG: joined an Agile squad through full sprint cycles to test and launch a consumer mobile app digitising crop-data collection for 400+ farmers, through to go-live.