Independence has always been very important to Katja Carapezza, Head of Customer Insights at 1&1 Telecommunication SE. A one-way path—either motherhood or career—was never an option for her. Katja continued working full-time as a mother, while her then-husband took on most of the caregiving responsibilities during the early years.

“That time was not only physically exhausting but also emotionally challenging because I tried to meet everyone’s expectations,” Katja says about the early years of balancing both roles. She does not regret taking this path. She knows she serves as a role model for her daughters, who are proud of how their mother navigated these challenges. “I’m at peace with myself as a leader and as a woman. […] I forgive myself when I don’t meet my own expectations.”

Since 2011, Katja has been working at the telecommunications provider 1&1 Telecommunication SE, which manages approximately 16 million customer contracts. As Head of Customer Insights, she oversees three segments within her board division: the training and development of customer service advisors, the editorial team responsible for written customer communication, and a team that measures and improves the quality of customer service.

For 20 years, the 51-year-old has been active in customer service. The market and the complexity of the field have changed significantly over this time. Process management has become more challenging but also more exciting. Katja appears grounded and composed—she successfully tackles and overcomes challenges, even in her professional life. “Exciting is good,” she says.

A few years ago, Katja’s career seemed to plateau. A workshop for women titled “How to position yourself?” came at just the right time. The speaker explained that women often try to solve many problems at once and take care of everything, while male colleagues tend to prioritize more effectively. Katja recognized herself in this and learned to understand the “rules of the game.” In her professional life, she often sees women waiting to be noticed—and being overlooked in the process. She advocates for leaders to pay close attention and identify high performers, including those who don’t constantly promote themselves.

Her advice? Be brave, take the leap, and engage in self-reflection.

A post by herCAREER,
publshed on LinkedIn on 08.01.2025

 

Frauen des Jahres 2024/2025 (available only in German language)
Link to the book