Anja Fielitz

Director Cx and Operations at Iu Group Edtech @Klett Corporate Education

Munich, DE

Responsibility for the end-to-end product success strategy for online degrees at a British online university, resulting in demonstrable improvements in the top KPIs NPS, retention, and engagement.• Analysis of user behavior and feedback for data-driven decisions and targeted interventions to optimize products and improve operational processes.• Definition and implementation of market-relevant and regulatory-required product features and services in close collaboration with the university, marketing, sales, and cross-functional technical and operational teams.• Introduction of automated support solutions to optimize service efficiency (SLAs) and increase customer satisfaction.• Management of multiple specialist teams (customer experience, customer success)