Product Management, Passenger Experience, Cargo Operations, Production Planning & Control and IT, holds a PhD in Revenue Management and has published articles on Revenue Management, Production Control and Service Management. He is responsible for the ground and digital passenger services of Lufthansa, Swiss and Austrian Airlines, including Lounges, Checkin & Baggage, Boarding, Premium Services, as well as the digital customer services and biometrics. His team focuses on tangible service innovations, e.g. fully digitalized the Lufthansa Customer Service Experience and has won various innovation and experience awards. During the current Covid19 crisis challenges, Bjoern looks after all customer related topics of the Lufthansa Group ReStart program and takes responsibilities within the restructuring programs of the Lufthansa Group airlines. He represents Lufthansa Group within the Star Alliance Customer Experience Strategy and is member or the advisory board of FraCareS GmbH.