Freelancer profile translated to English.
Back to original languageAbout Alain
Many companies claim to be customer-oriented.
In reality, the customer often remains on the periphery.
This is particularly true in industrial and B2B/B2B2C companies, where internal processes and organizational silos take precedence over customer experience and journey. Organizations gradually become self-centered, weakening loyalty and differentiation in their market.
My experience in large industrial groups has taught me one essential thing:
placing the customer back at the heart of strategy, organization, and processes is a powerful lever for transformation, performance, and the creation of value based on customer value.
A genuine customer-centric approach allows you to:
- Give meaning to teams and align decisions around the customer
- Develop a shared customer culture at all levels of the company
- De-silo organizations and streamline customer journeys
- Structure and guide transformation and continuous improvement programs
This approach enables companies to:
- Strengthen loyalty and satisfaction
- Sustainably improve the customer experience
- Create top and bottom line value
- Differentiate themselves in often highly competitive industrial markets where technologies are converging.
I support large companies, ETIs, and industrial SMEs in designing and deploying customer-centric transformation strategies, customer and employee experience (CX), Voice of the Customer (VoC) programs, by aligning culture, organization, processes, and operational practices around the customer.
French
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- CX Transformation (Indépendant)Transition Manager - ConsultingJanuary 2025 - Today (1 year and 7 months)I help organizations accelerate their growth and transformation by making the customer the driver of culture, processes, practices, and decisions | CX & VoC Strategies | Mobilizing teams around a differentiating customer experience.
- General Electric - GE Grid SolutionsCustomer Experience DirectorJanuary 2015 - December 2024 (9 years and 11 months)Creation and management of the Customer Experience function (global governance) | $8Bn | +10,000 FTE. Mission: Standardize CX processes & KPIs; VoC/NPS (Salesforce, Qualtrics, Business Tools); "Lean" and omnichannel customer journeys; Processes, tools, support for customer complaint and non-compliance management.• ● OTD 53% -> 85% on major cases• ● Global NPS +15 pts (F2F + 17 automated surveys)• ● Implementation of CX governance up to the CEO• ● Customer Portal
- Alstom GridDirector of Transformation & Customer SatisfactionJanuary 2011 - January 2015 (4 years)Direction of Customer-Centric Transformation in the context of Areva-Alstom integration | $6Bn | +10,000 FTE. Mission: "Clean team" and PMO for 2 integration streams; Customer-centric transformation "Ambassadors" program; Redesign of Customer Care & complaint processes and tools (Salesforce).• ● OneGrid Plan: 7,500 FTE, >100 sites• ● Governance 6 regions / 7 product lines• ● 360 customer view in CRM
Recommendations
Be the first to recommend Alain
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- MBAESSEC2003
- BAINSEEC1988
Certifications
- AGILE PM FOUNDATIONhttps://www.credly.com/badges/c78df050-97c8-4081-b763-6b39ffc99668?source=linked_in_profile2021
- Lean & Six Sigma Master Black BeltMotorola University2010