Case study
Schindler Group — UX strategy, insights and governance
Making experience work more systematic.
A senior experience overview covering UX strategy, research structures, journey measurement, analytics and governance across distributed product and business teams.
The context
I worked at Schindler Group first as Lead, Customer Portals and UX and later as Lead of Communications, Branding and Marketing Data Insights and UX. The work required alignment across markets, functions and technical environments with different levels of UX maturity.
My contribution
I established structures that helped teams use customer evidence more consistently and connect experience decisions with business, product and operational priorities.
- UX strategy, research frameworks and design principles
- Journey mapping, experience measurement and KPI structures
- Design-system governance and reusable patterns
- Analytics and insight synthesis for distributed stakeholders
- Cross-functional facilitation, capability building and decision support
Leadership themes
Experience governance
Created shared standards and decision structures for teams working across markets and platforms.
Evidence infrastructure
Connected qualitative research, journey evidence and behavioural analytics to product conversations.
Reusable systems
Supported consistent delivery through principles, patterns, research practices and design-system foundations.
Organisational enablement
Helped teams build practical UX capability through facilitation, guidance and cross-functional alignment.