Madeleine Bacz

Customer Experience & Service Manager @ ZEISS Vision

About

Senior Customer Experience Manager with 8+ years of experience driving experience strategy and transformation in complex, technology-driven environments. I specialize in designing end-to-end customer and service experiences by translating insights into clear strategies, scalable operating models, and pragmatic solutions. In the ZEISS Extended Reality Program, I work at the intersection of customer needs, business objectives, and operational feasibility, collaborating with global, cross-functional teams to shape user-centric and scalable experiences. My strength lies in aligning stakeholders, navigating complexity, and bridging strategy and execution to enable sustainable, experience-led growth.

Country

Germany

City

Stuttgart

Industry

Internet

Skill

Customer Experience Strategy, Experience Strategy, Strategic Service Design, End-to-End Experience Design, Journey Orchestration, CX Operating Model, Insight-to-Strategy Translation, Human-Centered Innovation, Experience Measurement (NPS, CES, CSAT), Value Proposition Design, Executive Stakeholder Management, Strategic Program Management, Digital Transformation, Business Case Development, OKRs & KPI Frameworks, Experience Transformation, Insight-Driven Strategy, Qualitative & Quantitative Research, Customer & Employee Experience (CX & EX), B2B CX