Freelancer profile translated to English.

Description

**Senior Customer Experience Consultant**, my ambition is to support companies that wish to offer their customers unique and memorable experiences while fostering the engagement of their teams. I am committed to combining **customer delight and well-being at work**.

Indeed, I am convinced that these two dimensions go hand in hand and constitute boththe ultimate differentiatorand **a powerful growth lever**.

My scope of intervention: the definition, deployment, and management of the Customer Experience strategy by intelligently blending Human and Digital.

To achieve this, I rely onover 25 years of experiencein marketing, customer satisfaction, project management, and the desire to contribute to the success of your initiatives with enthusiasm and pragmatism.

Industry field of expertise

Languages

French
Native or bilingual
Spanish
Fluent
English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Arthemis CX Conseil
Senior Customer Experience Consultant
CONSULTING AND AUDITS
January 2020 - Today (6 years and 7 months)
Paris, France
Illustrations of recent assignments:

Agile CRM Project: Supporting the MOA of Groupama Gan Vie for over 2 years in the integration/development of the mobile advisor workstation around a PEGA CRM solution.
Main responsibilities:
• Conduct needs gathering workshops to formalize target customer journeys, identify pain points, and enable prioritization of use cases,
• Write Business Requirements Documents (BRD) and facilitate the work of Business Analysts on User Stories to populate the product backlog
• and finally participate in acceptance testing with the business teams at the end of each sprint

Omnichannel Strategy: For Bristol Myer Squibb, a pharmaceutical company
• Redesign of the omnichannel approach: workshop on personas, mapping of customer journeys identifying the most suitable channel/content combination for the customer
• Design of the omnichannel dashboard: identification of indicators and their granularity based on dashboard recipients

Change: Within the Customer Culture department of SNCF Connect & Tech, change management mission related to the development of the new app and website:
• project management: formalization of materials, planning of tasks, management of work, escalation of alerts
• implementation and animation of a community of digital referents: creation of communication materials, workshops for gathering needs for marketing tools and training materials
• organization of tester feedback and bug management with IT teams in agile mode
• organization of co-creation workshops with "ambassador" clients
parcours client Animation d'ateliers PEGA CRM Spécifications fonctionnelles omnicanal KPIs Supports de communication Ingénierie pédagogique Méthode agile
Societe Generale SA
Customer and Employee Experience Manager - Private Banking
BANKING AND INSURANCE
September 2014 - December 2019 (5 years and 3 months)
Paris, France
-Voice of the Customer:Design of the international customer feedback collection system and cross-functional animation of departments based on this feedback, co-construction of improvement plans and monitoring of their implementation
-Relationship Excellence:Work on moments of truth and customer irritants, formalization of service rituals, improvement of customer complaint handling, design of e-learning
-Digital:Optimization of journeys and processes, development of an application for bankers
-Employee Experience:definition of actions to re-engage teams, conducting creative workshops
expérience client expérience collaborateur stratégie marketing Gestion de projet Etude marketing créativité
Societe Generale SA
Marketing and Commercial Development Manager - Private Banking
BANKING AND INSURANCE
January 2010 - August 2014 (4 years and 7 months)
Paris, France
- Design and implementation of a new commercial system for multi-subsidiary clients (definition of operating rules),
- Animation of commercial departments, monitoring their performance, and implementation of prospecting actions
Stratégie commerciale Dashboard pilotage commercial Gestion de projet