Freelancer profile translated to English.
Back to original languageAbout Jihane
Hello and welcome!
I am a customer experience professional with over 15 years of experience in France and internationally. My multidisciplinary background combines insights/data analytics, marketing and customer experience strategy, with a clear purpose: to inspire and support brands in optimizing their growth potential.
My goal is to help companies become more customer-centric by gaining a deep understanding of their customers and developing omnichannel experience strategies aligned with their brand promise. I am passionate about creating unique experiences that offer added value to customers while generating tangible business results for the company.
If you are looking for a customer-centric transformation consulting expert to support you in your project, do not hesitate to contact me.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Can work on-site
Paris (up to 10km)
Experience
- ValtechSenior Manager, Customer eXperience (CX) Strategy & DesignDIGITAL AND ITNovember 2021 - October 2022 (1 year)Montreal, QC, CanadaStrategic support for the CX management of Retraite Québec:- Conducted a CX maturity audit (processes and practices, organization…), recommended initiatives (practices to develop and quick wins) and developed a strategic roadmap and 3-year action plan- Defined relevant CX measurement indicators and set up a dashboard for top management- Coached the CX team on Design Thinking principles and its internal evangelizationDefined the brand promise for the startup Ethical Factory:- Recommended a brand territory based on an insight research approach- Facilitated workshops: appropriation of insights, definition of vision, mission and values, formulation of benefits and reason why, choice of an archetype, drafting of the promise, reconstitution and finalization of the brand pyramidModeled target customer journeys for CAA Québec: Mapped the current customer journey and associated personas, identified key pain points, designed and facilitated workshops to generate and prioritize relevant solutions for achieving the target journeyLed an innovation process for Nespresso:- Analyzed documentation, framed issues, and highlighted key insights around the current customer journey- Designed and facilitated an ideation workshop around the omnichannel customer experience- Deepened 3 priority ideas to activate the customer engagement journeyDefined an employer brand strategy and Employee Experience pillars for Valtech MontréalDeveloped client proposals and pitchesCoached a team of 3 consultants
- Al FoahStrategic Planning & Insights LeadAGRICULTUREDecember 2020 - October 2021 (11 months)Montreal, QC, CanadaStrategic support mission with the objective of developing a brand portfolio strategy for the Al Foah subsidiary:- Recommended and implemented a customer knowledge program to feed a strategic vision of the date category in key markets (UAE, India, Morocco, and France)- Identified the strategic target and key category drivers- Defined the vision, purpose, and positioning for each of the group's 3 brands through collaborative workshops and recommended a portfolio strategy- Implemented a brand equity tracking tool and a business performance monitoring dashboard- Selected and managed a portfolio of external service providers and oversaw tenders
- BelHead of Strategy & Insights | Cheese & Dairy | The Laughing Cow MENA championAGRICULTUREAugust 2010 - July 2019 (8 years and 11 months)Casablanca, MoroccoDefined and managed a €1.5 million research agenda to develop a strategic and prospective vision of the cheese and fresh dairy product market and consumers in the MENA regionStrategic support for local and global general and marketing management:- To guide thinking and decision-making on brand equity and stretch issues, global communication, market segmentation, and innovation- To build strategic plans and budgetsLed cross-functional projects at regional and global levels to identify and measure growth opportunities for the regionProduced meta-analyses linking data from multiple sources, contributing to building a solid knowledge base for brands and inspiring/shaping numerous marketing initiativesFacilitated collaborative workshops to translate insights into concrete action plans and identify strategic axes for innovation and communication for the brandsContributed to developing a customer-centric culture and promoting the “Insights” community within the groupManaged a team of 3 peopleSelected and managed a reliable portfolio of suppliers
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Education
- Certificate, Mastering Design ThinkingMIT Sloan Executive Education2020Certificate, Mastering Design Thinking
- MBASuffolk University, Sawyer Business School2001MBA