Jessy Mutamba

I provide integrated support to digital teams to design and improve consistent user experiences that serve business objectives.

My role is to bring clarity and translate it into concrete actions.

STRATEGIC FRAMING & UNDERSTANDING:

- Analyze the existing situation: product/service, market, users.

- Redefine user needs and major friction points.

- Align priorities by finding the "sweet spot" between business goals and user experience.

DESIGN & OPTIMIZATION (UX & CONTENT):

- Design and evolve user interfaces and journeys.

- Challenge existing hypotheses to deliver relevant and accessible experiences.

- Craft messages and content to be clear, useful, and drive conversion.

PROJECT LEADERSHIP & MANAGEMENT:

- Manage projects, ensuring alignment of priorities, timing, and business resources.

- Simplify and present progress to convince decision-makers and ensure stakeholders (teams, SPOCs, etc.) fully understand the issues.

- Continuously monitor and optimize work using existing analysis tools and methods.

All these interventions are based on the fundamental principles of UX, communication, and psychology to create consistent experiences.

☁️ Within the B2B segment, I led the design and optimization of user flows and strategic landing pages, with the responsibility of a UI designer and a publisher.

My role was to translate business objectives into clear, high-performing user experiences consistent with the new brand positioning.

Main Projects:

Information Architecture & Navigation Redesign:

- Led the navigation redesign (transition to mega menu) to improve offer discoverability, in coordination with Proximus' B2C design teams.

- Analyzed existing situation and identified friction points through data analytics, user feedback, and benchmarks.

- Facilitated UX workshops (research, card sorting) to restructure the sitemap and align user needs with business priorities.

- Designed wireframes and prototypes, validated hypotheses through user testing (guerilla & tree testing).

- Defined terminology and microcopy in 3 languages (FR, NL, EN) to ensure clarity and accessibility.

- Presented recommendations to stakeholders and aligned with design teams for consistent site-wide implementation.

Focus on Proximus NXT Launch:

- Designed and optimized B2B product pages and landing pages (Homepage, Fiber, AI, ICT solutions, Think NXT, etc.) as part of Proximus NXT's new "ICT Leader" positioning.

- Designed wireframes on Figma, leveraging the Design System to ensure consistency, accessibility, and scalability.

- Wrote UX content, SEO-friendly and mobile-first, for the public website proximus.be and the MyProximus customer platform (FR, NL, EN).

- Continuously optimized based on performance analysis and KPI monitoring (ContentSquare, Google Search Console, Adobe Analytics, SEMRush, etc.).

- Coordinated the cross-functional team and managed projects in an Agile environment.

📱 At Studio Group, an exclusive franchisee of Proximus stores, I was responsible for the overall customer experience (CX) strategy, designing fluid omnichannel journeys connecting digital touchpoints to physical stores. My goal was to transform every acquisition lever into a consistent step in the user journey.

In this context, I also led the launch of the Blooo brand (a repair service primarily integrated into Proximus stores), focusing on understanding the service and structuring the customer journeys.

Main Missions:

- Defined and managed a local SEO strategy (Google My Business, landing pages) to reduce friction between online search and physical store visits (POS).

- Created and optimized acquisition and retargeting campaigns (Google Ads, Facebook Ads) to drive qualified traffic to POS.

- Designed multi-channel communication materials (Ads, social media, in-store screens, etc.), ensuring the continuity of the experience between messages broadcast online and in POS (InDesign, Photoshop).

Focus on Blooo Brand Launch:

- Led the creation of the brand (logo, baseline, identity guide) and the design of physical kiosks, in collaboration with agencies and service providers.

- Created personas, formalized the customer journey, and defined the information architecture to make the repair booking process intuitive, logical, and reassuring.

- Fully created the website (Odoo) and UX writing focused on reassurance and conversion.

- Created and optimized SEA, Social Ads, and CRM campaigns, designed as personalized steps in the overall user journey.

- Monitored KPIs and continuously optimized campaigns, journeys, and messages to improve service understanding and maximize ROI.