Freelancer profile translated to English.

Description

With over 16 years of expertise in CRM/digital project management, acquired in consulting, I have applied my skills in the banking, insurance, mutual, services, and telecom sectors.

Enthusiastic and curious, I enjoy teamwork and ambitious challenges. I like to get involved in new projects, bringing my motivation and ideas to issues related to redesigning and optimizing customer journeys and customer experience in a broad sense.

I have expertise in managing Agile projects/programs. I support business and IT management throughout all project phases, from scoping/requirements gathering/formalization to change management.

Aware of the strategic advantage provided by an information system tailored to the specific needs of each company, I offer my versatile skills, adaptability, and excellent interpersonal skills to my clients and partners.

My organizational skills, listening ability, and prioritization capacity are a real asset to projects.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Montpellier (up to 10km)

Groupe BPCE - Ensemble Protection Sociale (EPS)
Digital Project Manager
BANKING AND INSURANCE
January 2024 - June 2025 (1 year and 5 months)
Paris, France
Environment: React, C#, .Net, Figma, JIRA, Docusign, CMS Directus, Squash

Within the Organization and IS Department of EPS, managed the redesign of the personal space for the retirement domain.
Contributed to the implementation of the integrated vision of online retirement savings. Digital project related to evolutions along 4 axes:
> Security/Compliance: multi-factor authentication (MFA), consent management, electronic signature
> Digital Offering: building customer journeys for retirement procedures. Retirement benefits simulation, Retirement contract liquidation process (Supplementary Retirement and Rights Maintenance), Online services management, Interface with management tools and document management system (GED)
> User Experience: optimizing customer journeys, streamlining processes, intuitive design & navigation
Communication, supporting the domain manager in achieving the project's objectives
Facilitated requirements gathering workshops with business stakeholders, design workshops with the project team (integrator, vendor, functional consultants, UX/UI designers, technical leads)
Backlog management, User story writing
Planning, task assignment to team members
Managed/Participated in testing and monitored business acceptance
Coordinated stakeholders (Business Departments, Compliance, Legal, CISO)
Budget monitoring for the project scope (internal tool Abraxio)
Organized, prepared, and led Steering Committees (COPIL) and Project Committees (COPROJ)
Reported to management
AGIRC-ARRCO
CRM & Digital Project Manager
BANKING AND INSURANCE
March 2021 - October 2023 (2 years and 7 months)
Paris, France
Environment: Pega, Agendize, JIRA

Within the Digital and Innovation Department, managed Group CRM evolution projects.
Functional lead for the CRM appointment management process for the Agirc-Arrco retirement advisory network (500 agencies, 10 call centers, 1500 users) and for social protection groups (Malakoff-Humanis, AG2R La Mondiale, Klésia, Apicil, ...)
Contributed to the implementation of retirement appointments. National events in partnership with CNAV to provide retirement information for insured individuals of both schemes.
Implemented online services in the secure Agirc-Arrco space (self-care).
Prepared/Led business workshops, project scoping, feasibility studies, drafted business requirements and user stories. Studied technical solutions with design. Assessed impacts on cross-functional components.
Defined the project roadmap.
Optimized user experience quality (process and user journey improvement). Participated in building management indicators.
Managed projects and led multidisciplinary teams (business/technical/functional/external).
Managed schedules, risks, prioritized actions with business and IT.
Participated in testing and business acceptance.
Provided change management support (wrote user manuals, practical guides, prepared & conducted training, user support and guidance, ...).
Managed & led project committees.
Participated in/Presented to management/decision-making bodies (Steering Committees, Operational Committees).
GROUPE NEXITY
CRM Project Manager
REAL ESTATE
August 2020 - February 2021 (6 months)
Paris, France
Environment: Microsoft Dynamics 365, JIRA

Within the Marketing, Sales, and Digital Department, implemented a Quick Win project for Business Introducers (referral program) for all group businesses. The intervention aimed to support the transformation of processes and IT systems by streamlining and improving the employee experience.
Audited existing tools and processes.
Analyzed the impact of processes and tools to improve the business cycle of the referral program.
Led user workshops, gathered requirements, scoped the project.
Formalized target business processes for the sales force, marketing, and back office.
Implemented a Business Introducer MVP within the CRM tool.