About me

I am Floor, a Senior Customer Experience (CX) Strategist with a passion for driving customer-centric transformation. Over the past five years, I have led numerous CX programs across industries, consistently aligning customer needs with business goals to enhance customer satisfaction and loyalty. My work is rooted in Human-Centered Design, fostering collaboration, curiosity, and creativity to deliver impactful solutions.

Educational background

I hold a BA in Industrial Design Engineering and an MBA in Experience Design from TU Delft, complemented by electives in Entrepreneurship and Sustainable Business Models. My academic journey has equipped me with a strong foundation in understanding people, designing user-centered experiences, and applying strategic thinking to solve complex challenges.

Skills & expertise

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Throughout my career, I have honed a diverse skill set, including CX transformation, journey mapping, project and stakeholder management, and user research. My expertise spans:

Empathy and understanding people’s needs
Strong communication and positive relationship building
Analytical problem-solving and strategic design thinking
Coaching, co-creation, and collaborative work environments

I am proficient in tools such as Adobe CC, Figma, TheyDo, and Microsoft, using these platforms to facilitate workshops, build customer journeys, and create actionable strategies that drive meaningful change.

My approach

I thrive in environments where cross-functional teams collaborate to create seamless omnichannel experiences. By leveraging Design Thinking principles and research, I guide teams to co-create solutions that not only meet customer expectations but also improve business performance.

Through my work, I aim to inspire others, build lasting relationships, and deliver measurable results.