About
My Story
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A German expat living permanently in the Middle East since 1998
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A career at American Express Middle East in Bahrain spanning 28 years
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Master of Business Administration – International Management and Marketing
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CXAL Advanced Leadership certified by The CX Academy
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My Journey
28 years at American Express Middle East in the following leadership roles:
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Vice President of Customer Experience & Operations
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Head of Project Management Office
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Director Single Technology Transformation Program
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Head of Strategic Partners & Project Delivery
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Head of New Product Development
What I learned during that time is that Customer Experience doesn’t fail because of intent. The problem lies in the sustained and governed execution.
During my tenure in Customer Experience, in 2024 I first officiated as judge for the Gulf Customer Experience Awards by Awards International and continue to do so annually.
Why ARC Advisory Exists
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Assess – Realise - Change
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Closing the gap between ambition and delivery
My Values
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Authenticity
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Passion
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Accountability
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Practicality
Conferences and Workshops
11th Annual Customer Experience Conference - Futuristic CX - Hyper-Personalised Interactions in Salalah, Oman; Keynote Speaker; July 2026
Shep Hyken - Chief Amazement Officer at Shepard Presentations
Award-Winning Keynote Speaker |
NYT and WSJ Bestselling Author |
World-renowned expert in Customer Service & Customer Experience
Publications
