Customer Centricity Training Program
Organizational Development
Customer centricity is not a project but a mindset—especially in a multinational corporation with diverse brands. Europe’s leading automotive group introduced a company-wide tool for applying Customer Journeys and Personas to foster a shared understanding of customer needs and drive innovation across all brands.
The Assignment
We developed and delivered a multilingual training program to introduce and apply the group-wide Customer Journey & Persona tool. The goal was to enable employees from various brand divisions to use the tool contextually, strengthening customer centricity, innovation capabilities, and idea management. Trainings took place in Germany, France, and the UK with about 300 participants in German, English, and French.
Our Approach
1. Training Design & Didactics
Developed an interactive, practice-oriented training concept aligned with the Customer Centricity team’s central tool, focusing on application and integration into group-wide innovation processes.
2. Delivery Across Three Countries
Conducted trainings in Germany, France, and the UK—multilingual (DE/EN/FR), cross-brand, and role-based.
3. Application of Personas & Journey Levels
Taught various Customer Journey levels (macro, meso, micro) and persona typologies, linked to practical use in idea management and process optimization across brand units.
4. Learning Materials & Sustainable Transfer
Provided didactically designed materials, templates, and case examples to embed the tool long-term in daily operations and enable group-wide rollout.
The Result
- Trained approximately 300 employees across multiple brand divisions
- Prepared operational application of the tool throughout the group
- Integrated into existing innovation and idea management processes
- Established customer centricity as a group-wide working principle
- Created a scalable multiplier training format used within the Stellantis group
- Conceptualization and delivery of the training program
- Didactic development and design of learning materials
- Multilingual implementation (DE / FR / UK)
- Linkage with group-wide idea management
- Transfer support and scaling preparation
