Öznur KAYA
Rotterdam,Netherlands
Summary
Programme and transformation leader with over 10 years of experience leading organisational change across aviation, financial services, retail and high-growth technology environments. Experienced in translating strategy into execution, aligning multidisciplinary stakeholders and delivering cross-functional programmes within complex organisations including KLM, ABN AMRO and Otrium.
As a two-time Erasmus University Rotterdam alumna with master’s degrees in Marketing Management and Business Information Management, I combine business, technology and organisational perspectives with a genuine passion for bringing together diverse stakeholders, building meaningful partnerships and creating organisational and societal value.
Overview
8
8
years of post-secondary education
14
14
years of professional experience
Work history
Senior Scrum Master & Agile Coach | Programme and Transformation Leadership
KLM Royal Dutch Airlines - People Technology & Intelligence
Amstelveen
2024.03 - Current
- Led organisational transformation initiatives across KLM’s People Technology & Intelligence platform, aligning business priorities, governance and cross-functional delivery.
- Owned delivery improvements by setting shared priorities for business products and technology teams.
- Collaborated with vendor relationship managers to strengthen partnerships and support programme delivery.
- Led cross-team effectiveness by overseeing change plans and dependency governance for leaders.
- Drove capability building by recruiting and training data analysts, programmers, and engineers.
- Set policy direction by advising on information and communications technology policy and process improvements.
- Sustained stakeholder commitment by collaborating with cross-functional teams on programme investment and motivation.
Senior Scrum Master & Agile Coach | Product, Portfolio and Programme Delivery
Otrium - Product & Technology
Amsterdam
2022.04 - 2024.01
- Established cross-functional alignment across product engineering, martech, mobile QA, and design systems.
- Built and maintained relationships with internal stakeholders, external vendors and strategic partners, contributing to effective collaboration, governance and long-term delivery success.
- Designed and established quarterly roadmap planning and PI Planning to set priorities across IT and business domains.
- Led martech and apps product direction for iOS and Android customer experience.
- Held delivery accountability for mobile releases across requirements, stakeholders, and dependencies.
- Directed cross-department governance and planning for Black Friday readiness, advertising-pricing changes, UK closure.
- Steered guild strategy for QA, Oware design systems, and apps consistency.
- Set safe-practice standards adapted to organisation constraints and delivery realities.
- Oversaw Jira and Slack administration to improve coordination and access to delivery information.
Agile & DevOps Coach | Release Train and Portfolio Leadership
ABN AMRO - Platforms & Technology, Public Cloud Platforms Grid
Amsterdam
2021.11 - 2022.03
- Coached 16+ DevOps teams and product owners using public cloud platforms daily.
- Delivered release train engineering across financial services cloud planning and quarterly PI events.
- Managed relationships across business, technology and governance stakeholders to coordinate complex cross-domain dependencies within a regulated banking environment.
- Tracked and shared portfolio delivery metrics using burn-down, burn-up, and cumulative-flow views.
Senior Scrum Master | Service Management and Platform Delivery
ABN AMRO - Platforms & Technology, Public Cloud Platforms
Amsterdam
2021.03 - 2021.10
- Owned leadership of two DevOps teams within financial services cloud operations.
- Coordinated incident and problem management to strengthen handovers and follow-through.
- Drove ServiceNow reporting with quantitative dashboards to improve transparency.
Junior Scrum Master | Governance and Cross-Domain Coordination
ABN AMRO - International Core Banking, Securities & Derivatives
Amsterdam
2019.03 - 2021.02
- Owned support for 2 scrum teams across securities and derivatives delivery.
- Drove quarterly grid retrospectives and PI planning with cross-team stakeholders.
- Led design authority committee process management linking governance requirements to delivery.
Run Specialist / IT Consultant | Operations, Change and Stakeholder Management
ABN AMRO via Brunel - IT International, Channels Microsoft Dynamics
Amsterdam
2018.06 - 2019.02
- Owned Microsoft Dynamics service continuity and stability across service operations.
- Coordinated stakeholders and users to standardise monthly release activities.
- Directed incident, problem, and change-management workflows and contributed to root-cause findings.
Business Analyst | Process Analysis and Improvement
ING via Sogyo Engineering
Utrecht
2017.02 - 2017.11
- Modelled requirements using use cases and facilitated stakeholder walk-through sessions.
- Coordinated business and technology walkthrough meetings to align requirements and scope.
- Analysed current business processes and mapped improvement opportunities to structured needs.
Team Lead |Operations, People & Service Excellence
NS International Lounge, NS Stations
Rotterdam
2013.01 - 2016.08
- Owned daily operations, coordinating service delivery and stakeholder communication across customer-facing teams.
- Established team operating standards and coached colleagues to improve service quality, collaboration and operational efficiency.
- Instituted feedback mechanisms that supported continuous learning and development within team members.
- Partnered with senior management on operational planning and continuous improvement initiatives, providing insights to support decision-making.
- Monitored team performance, identified improvement opportunities and presented recommendations to senior leadership.
Education
Master of Science - Marketing Management
Erasmus University Rotterdam
RotterdamMaster of Science - Business Information Management
Erasmus University Rotterdam
Rotterdam 2013.09 - 2016.07
Pre-Master - Business Administration
Erasmus University
Rotterdam 2011.09 - 2013.07
Bachelor of Applied Sciences - International Business & Management Studies
Rotterdam University of Applied Sciences
Rotterdam 2006.09 - 2010.07
Skills
Leadership
- Programme Leadership
- Executive Stakeholder Management
- Strategic Relationship Management
- External Partnerships
- Cross-functional Leadership
- Governance
- Portfolio Management
- Strategic Planning
- Organisational Transformation
- Organisational Development
Methods
- Agile
- Scrum Kanban Lean
- SAFe
- PMP in Progress
Al and Productivity Tools
- ChatGPT
- Claude
- Microsoft Copilot
- Power BI
- Jira (Align)
- Azure DevOps
- Miro
- Notion
- Confluence
Languages
Dutch - Native
Turkish | Native
English | Fluent
Interests
- Behavioural science, psycholog
- Artificial intelligence & digital innovation
- Health, fitness & wellbeing
- Interior design
- Travel & intercultural experiences
Timeline
Senior Scrum Master & Agile Coach | Programme and Transformation Leadership
KLM Royal Dutch Airlines - People Technology & Intelligence
2024.03 - Current
Senior Scrum Master & Agile Coach | Product, Portfolio and Programme Delivery
Otrium - Product & Technology
2022.04 - 2024.01
Agile & DevOps Coach | Release Train and Portfolio Leadership
ABN AMRO - Platforms & Technology, Public Cloud Platforms Grid
2021.11 - 2022.03
Senior Scrum Master | Service Management and Platform Delivery
ABN AMRO - Platforms & Technology, Public Cloud Platforms
2021.03 - 2021.10
Junior Scrum Master | Governance and Cross-Domain Coordination
ABN AMRO - International Core Banking, Securities & Derivatives
2019.03 - 2021.02
Run Specialist / IT Consultant | Operations, Change and Stakeholder Management
ABN AMRO via Brunel - IT International, Channels Microsoft Dynamics
2018.06 - 2019.02
Business Analyst | Process Analysis and Improvement
ING via Sogyo Engineering
2017.02 - 2017.11
Master of Science - Business Information Management
Erasmus University Rotterdam
2013.09 - 2016.07
Team Lead |Operations, People & Service Excellence
NS International Lounge, NS Stations
2013.01 - 2016.08
Pre-Master - Business Administration
Erasmus University
2011.09 - 2013.07
Bachelor of Applied Sciences - International Business & Management Studies
Rotterdam University of Applied Sciences
2006.09 - 2010.07
Master of Science - Marketing Management
Erasmus University Rotterdam