Frédéric Jeugnet

Guardian of the quality of service for Air France KLM's e-commerce and servicing digital touchpoints. ➊ Define and manage incident reporting channels to product teams and ensure follow-up ➋ Monitor the proper functioning of our digital touchpoints from a Business perspective ➌ Carry the voice of the customer to product teams to prioritize the handling of customer irritants or suggestions ➍ Monitor technical performance (response time, load time...) to challenge teams and drive actions to improve customer experience, such as implementing a Bot Manager to limit unwanted traffic ✦ Our digital channels generate €5 billion in revenue ✦ The extended Digital department (Business, IMO, IT) has 250 Digital lovers ✦ Scaled Agile and continuous delivery ⇨ Organization: Merger/reorganization of QoS activities for Air France and KLM entities, in a multicultural context where historical work methods were significantly different. ⇨ Initiative: Creation of a new activity focused on identifying/addressing degraded customer experiences; these weak signals were slipping through the cracks of existing QoS processes (monitoring, customer feedback, call center...). Selection and implementation of Medallia's Decibel solution.

Responsible for defining and implementing new Business tools, processes, and KPIs to monitor digital touchpoints (desktop websites, mobile & apps). Manager of the Air France Business Monitoring team within the Air France Digital QoS department. Responsible for organizing, leading, and providing purpose to a team of 5 employees. Responsible for real-time supervision of our Digital touchpoints, based on Business metrics such as revenue, traffic, functional error rates, by market, process, etc... We ensure we have the necessary applications to perform our operational work. ✦ Our digital channels generate €5 billion in revenue; Present in 170 countries. ✦ The extended Digital department (Business, IMO, IT) has 250 Digital lovers ✦ Scaled Agile and continuous delivery, in a context of convergence of the historical B2C solutions of Air France and KLM companies ⇨ Organization: Product Manager in charge of the first joint AFKL "Monitoring & Logging" Agile team. ✓ Creation and animation of the team; ✓ Definition of the roadmap in agreement with the program's Portfolio management. ✓ Presentation of progress during "Program Increment" Events (Scaled Agile framework) ⇨ Migration of our main "customer session replay" capture solution from IBM (Tealeaf, on premise) to a Medallia solution (Decibel, Saas) ⇨ Advanced configuration of Kibana and Grafana solutions to facilitate daily monitoring by QoS teams.

Responsible for leading a team of 4 Business Analysts working on post-ticketing processes for AF.com. Issues related to backend interoperability (Amadeus, Sabre, Galileo...), process complexity, and diversity of situations are the team's daily challenges. Leader of an innovative project to optimize AF.com's SEO for searching for the cheapest tickets over extended periods. A frontend challenge (creation of a UX allowing an extended flight selection calendar) and backend challenge with the sponsorship of a technical revolution at our service provider Amadeus: InstantFlex. Try "cheap flight nice geneva" in Google and evaluate the "Air France" result yourself.