A.S. Watson / Customer Care & Marketing
I worked in a team looking after Customer Care and Marketing applications for Kruidvat, Trekpleister and ICI PARIS XL. Much of my work was about making everyday tasks easier for Customer Care employees.
I worked between Customer Care, Marketing, developers and external suppliers across several application backlogs. I translated day-to-day problems into requirements, coordinated changes and took part in functional testing, integration testing and checks after go-live.
I started with the tasks Customer Care employees struggled with. With the team, I worked on application improvements and AI agents that handled repetitive work. One agent distinguished general questions it could answer from the knowledge base from personal questions needing customer details or an employee.
Does this need customer-specific information?
Some applications showed incomplete or inconsistent customer data. I coordinated a connection to the Customer Data Platform (CDP), so employees had more reliable, up-to-date information during customer conversations.
I worked through the security and technical assessments with the teams involved. The implementation partner needed API documentation and access to the right environments. I arranged those and checked the data flow in production after testing.