Imane Touami

Digital transformation project management: strategic scoping, roadmap definition, deployment coordination, results monitoring, and change support.

Deployment of operational tools: implementation of customer tracking solutions (ticketing), requirements definition, benchmarking, deployment, and continuous improvement; use of Jira for project tracking and management.

Data-driven management: design of key indicators, dashboard development, operational performance analysis and monitoring.

Self-care strategy: implementation and monitoring of systems promoting customer autonomy.

Structuring and optimizing operations: creation, formalization, and harmonization of internal processes and procedures; design and maintenance of a transversal repository to foster team skill development.

Continuous improvement: process analysis, optimization, and automation of low-value-added tasks.

Redesign of customer segmentation and journeys: defining new approaches to improve customer experience and satisfaction.

Transformation of the Customer Success department: support in evolving missions, tools, and operating methods.

Organizational alignment and change management: implementing initiatives to foster buy-in and collective efficiency.

Deployment of internal communication tools: improving information flow and collaboration between teams.

Data-driven management: creation of KPIs and reports to monitor performance and guide decision-making.

Management of a strategic transformation project (Cegedim Santé): merging 3 entities and integrating 2 acquired companies.

Change management: facilitating over 20 collaborative workshops with 200+ participants, developing and deploying a transformation action plan.

Deployment of the OKR method: training teams and supporting the adoption of the objective-based management framework.

Harmonization of collaborative tools: deployment and adoption of solutions (Slack, Monday) to streamline communication and project tracking.

Launch of the Lean Six Sigma program: employee training, facilitation of a community of practice, and dissemination of best practices.

Facilitation of innovation workshops and team seminars to stimulate creativity and strengthen cohesion.