Déborah C.

👉 Digital Performance & Customer Journey Optimization

Leading the digital transformation of the member area with a clear objective: to improve performance, conversion, and user autonomy in a regulated insurance environment.

👉 Customer Journey & Digital Performance Optimization

• Digitalization of payment processes (life insurance / retirement) with the implementation of transactional journeys

• Continuous growth of digital collections:

2022: +167%

2023: +53%

2024: +31%

2025: +64% (H1)

• Optimization of journeys and reduction of friction to improve conversion

• Deployment and optimization of automatic direct debits with high adoption:

+300 setups / +400 modifications

+1,200 setups / +1,400 modifications

+800 setups / +900 modifications (H1)

👉 User Experience & Customer Engagement

• Optimization of the client area (UX / ergonomics / accessibility) to enhance engagement and autonomy

• Digitalization of the document area to facilitate access to information

• Smoother, usage-oriented user journeys

• Creation of emailing scenarios to re-engage users and limit drop-offs

👉 Data, Tracking & Continuous Improvement

• Implementation of the tracking plan (Piano Analytics) to analyze journeys and monitor performance

• KPI monitoring and user behavior analysis

• Identification of optimization levers (CRO, journeys, conversion)

👉 Compliance & Journey Security

• Integration of KYC and AML/CFT (Anti-Money Laundering/Combating the Financing of Terrorism) measures into digital journeys

• Automation of controls on payments and direct debits

• Enhanced security (two-factor authentication, OTP)

🎯 Global Impact

• Growth in digital usage and collections

• Improved conversion and engagement

• Reduced friction in journeys

• Strengthened regulatory compliance

• Contribution to business performance

Marketing Department – B2C E-commerce Division

👉 Traffic Acquisition & Conversion

Managing SEO/SEM/Retargeting/AdExchange channels in collaboration with agencies: optimizing wording, internal linking, Hx tags, ad adaptation by device, location, and time, with ROI tracking.

Monitoring and optimizing performance using web analytics tools (Eulerian, Google Analytics / GTM, XiTi) and other solutions (Google Search Console, Google MyBusiness).

Analysis and monitoring of site KPIs (sales, visits, chat, call back...) with monthly reporting.

Analysis of customer journeys (desktop & mobile) and implementation of best practices.

Journey optimization through A/B testing.

👉 Loyalty

Managing the CRM / PRM and DMP project: provider selection, scoping, and client database study monitoring.

Implementation of marketing triggers, welcome packs, and repeat business campaigns.

Monitoring of email creation (managing 1 dedicated FTE).

Definition and scenario planning of commercial pressure within the DMP.

👉 Digital Project Management

Managing the responsive website redesign for Mondial Assistance, covering: testing, pricing, tracking, products, content, SEO, SEA, images, ACPR & GDPR compliance.

Bug monitoring via Jira and leading weekly meetings.

Monitoring of the e-commerce budget, briefing agencies, and operational follow-up.

Rationalization of the offering with the removal of unprofitable products.

👉 Management

Supervising 2 interns (Bachelor's to Master's level).

Acting E-commerce Manager for 4 months.

🎯 Global Impact: improvement of online traffic and conversion, ramp-up of CRM/PRM actions, optimization of customer journeys, and successful website redesign within regulatory constraints.

Website Technical Management – Mondial Assistance

👉 Technical Management & Optimization

Updating HTML / CSS / JavaScript content.

Creating dedicated landing pages for SEA, optimized for conversion.

Implementing tracking for performance monitoring.

Managing and monitoring tickets via Jira (France, US, Thailand, Poland).

👉 Digital Projects

Contributing to the implementation of the new Mondial Assistance website (2009): technical coordination and operational follow-up.

Selecting and deploying the new emailing router (Mail Performance).

Managing the internal affiliate program.

👉 Graphic Design & Display

Designing and producing Flash banners for display campaigns (France, Spain, Portugal).

🎯 Global Impact: continuous improvement of the website and digital journeys, strengthening acquisition via SEA and display, and implementing structuring tools (tracking, emailing, affiliation) to support the e-commerce strategy for the French BU.