Resume | Chrissy Welsh Tiggeloven

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Resume

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A resume captures the milestones, but not the story behind them. If you are curious about the thinking, challenges, and experiences that shaped the work, feel free to reach out.

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Experience

2025 - PRESENT

VP EXPERIENCE

KPN

Amsterdam

Lead a 30+ multidisciplinary design organisation across UX, service design, research and product supporting digital propositions used by millions of KPN customers.
Scaled design capability across Mijn KPN, TV platforms and AI initiatives, embedding our new “Lovable” design principles and improving customer satisfaction and product adoption. On CSAT and MAU metrics.
Partner with executive leadership and product clusters to shape KPN’s Digital Life Companion strategy, influencing multi year digital roadmap and experience investment priorities.
Introduced AI enabled design practices, experimentation and tooling to accelerate research, prototyping and delivery speed across multiple product teams and innovation initiatives. Reducing -3FTE from external suppliers.
Member of the Customer Digital Innovation leadership team for KPN’s Consumer Market, contributing to strategic decisions on digital products, AI initiatives and ecosystem partnerships.
Represented KPN as the spokesperson for Experience in events inside and outside the organisation.

2023 - PRESENT

UX DIRECTOR

ING

Amsterdam

Led research, design and implementation of AI enabled KYC processes for Wholesale Banking, targeting 400% reduction in compliance handling time.
Managed a multidisciplinary design team within ING’s Advanced Analytics organisation, embedding human centered design practices across data science, product and engineering teams.
Member of the Advanced Analytics management team, (MT) contributing to strategic decisions on AI adoption, operational efficiency and digital transformation initiatives.
Translated complex regulatory and compliance requirements into scalable digital workflows improving analyst productivity, accuracy and auditability across high-risk financial processes.

2021 - 2023

DIRECTOR IN CUSTOMER STRATEGY & DESIGN

DELOITTE

Amsterdam

Led experience design engagements for global clients including IKEA, ING, Rabbo Bank, Santander, Marjorel and PVH, translating customer insight into real digital solutions or service strategies.
Developed and executed design strategies that aligned with client’s business objectives and delivered measurable results in KPI’s.
Managed multidisciplinary teams, project budgets and timelines while contributing to new business development through pitches and client proposals. Met 1M sales revenue target every year.

2016-2021

GLOBAL EXPERIENCE DIRECTOR

PHILIPS

Amsterdam & (Global)

Led experience teams & strategy across Philips Precision Diagnosis portfolio, improving usability and design quality across 112 healthcare products including MRI, CT, Ultrasound and digital health applications.
Created and drove adoption of the “IF”award winning Philips Design Language System (dDLS), aligning design and engineering teams globally to deliver consistent user experiences across product platforms

2013-2016

LEAD & PRINCIPLE OF UX

BACKBASE

Amsterdam

Matured UX design, way of working, and project methodologies by creating a Center of Excellence (COE).
Led and defined UX strategy for Professional Services at Backbase, growing the creative team from 0-50.
Defined UX process, user profiles, created journey maps, flows, and visual solutions.
Scaled design across Enterprise SaaS platforms and created connected device design.
Prototyped and coached clients on design thinking, travelled and took the lead on the impact new technology had for our solutions.
Served as UX lead on high-profile Fintech projects for financial industry.
Mentored and managed team in the ways of UX. Talent managed 20+ UX Consultants, 20+ Front End and 10+ Back End Developers.

Education

MBA

UNIVERSITY OF AMSTERDAM BUSINESS SCHOOL

Executive MBA in Business Administration, Management & Operations

Specialty focus: Corporate Transformation

Average Mark 8.5 (A)

Competitive & Corporate Strategy, Ethics & Sustainability, Business Negotiations, Strategic Performance Management, Change Management, International Business, Business Analytics, Valuation, Corporate Finance, Purpose Driven Strategy, Executive Process, Conscious Marketing, Digital Business, Business Simulation.

HONORS DEGREE

GLASGOW CALEDONIAN UNIVERSITY

BA (Hons) Applied Graphics with Multimedia Technology

I achieved my degree with distinction Mark: 2:1. Main subjects: design studies project, multimedia development technology with interface design, business studies, graphic design, webpage development, animation, desktop publishing &; 3D modeling.

HND

CITY OF GLASGOW COLLEGE

HND Digital Art & Design

I achieved my diploma with credit in subjects such as graphic design, print design, multimedia technology, web design and illustration.

Skills

Professional skillset

User Research

Business Strategy

Prototyping

User Interface Design

Adobe Creative Suite

Design thinking

Product Management

Figma (Make)

Mentoring

User Journys

Agile Methodologies

Public Speaking

Generative AI

Talent Management

Service Design

Product Innovation

Team Leadership

Design Systems

Communication

E-Commerce

Psychological Safety

Claude Code (AI)

User Experience Design

Wireframing

Certifications

CERTIFIED UX

NIELSON NORMAN GROUP

Certificate in User Experience

Speciality: UX Management

Virtual class with 5 exams

Certificate ID: 1059569

Design thinking, early UX methods, content strategy, market research, quantitative assessments, process innovation and design patterns. Designing complex applications to support domain-specific workflows presents unique challenges as compared to designing applications for broad audiences and generalist domains.