TL;DR
About
What started as a project to equip frontline employees—pilots, cabin crew, and ground personnel—with iPads for real-time access to critical information quickly evolved into something much bigger: reimagining the entire employee experience.
Over the past decade, I’ve led vision streams across nearly every facet of the employee journey—Careers, Onboarding, Learning & Development, Performance, Engagement, and more.
The culmination was the Employee Experience North Star—a strategy designed to ensure we listen to employees at the moments that matter, using their insights to shape solutions that truly enhance their work lives. Because at the heart of every great airline isn’t just its aircraft—it’s its people. And they deserve an experience as seamless and empowering as the journeys we create for our passengers.
Highlights
☑️ Facilitated 20+ design sprints, from Careers, Onboarding, Learning & Development, Performance, Engagement, and more.
☑️ Developed a new approach to performance
☑️ Upgraded the KLM jobs website to attract a new generation of talent, supported by a NLP processing to find matches.
☑️ Shifted focus to a learning organization with a personalized learning platform (based on skills, interests, and goals.)
☑️ Re-designed the front-page of the organization “MyKLM” with customizable widgets and an improved search function.
☑️ Led the proof of concept for the first internal AI-powered conversational bot “Harrie” to assist with self-service tooling.
Contribution
Lead Strategic & Service Designer
Skills
Deliverables
Tools
Sketch & Figma
Keynote
Miro