Freelancer profile translated to English.

Description

I help organizations rethink their value chain (business, data, IT) and the overall experience.

I have led strategic transformation projects aimed at improving operational performance, ensuring data reliability, and simplifying customer journeys. I worked closely with business, data, and IT teams to define needs, structure indicators and processes, and deploy useful solutions with measurable results.

Key projects:

*Engie: Rethinking the value chain (business, data, IT)related to renewable energy supply contract management to improve operational performance and customer satisfaction.

*Engie: Developing and structuring a Digital Factoryin an agile context to foster innovation and collaboration.

*Crème de la crème: Rethinking the value chain (business, data, IT)to deploy new services.

*Vendredi: Rethinking customer journeys and toolsfor CSR managers to increase the impact of their strategies.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Lyon (up to 50km)

ENGIE Supply & Energy Management
Data & Customer Journey Transformation Project Manager
ENERGY AND UTILITIES
November 2021 - Today (4 years and 7 months)
Lyon, France
🎯 Mission:Rethink customer journeys related to the management of renewable energy supply contracts for Global Energy to improve customer satisfaction.

Client: Head of Digital & Process

Winner of the 2023 Engie GEMS Innovation Award

*60+ employees involved(finance, marketing, offer structuring, sales, IT, back-offices, customer journey managers)

*Reduced response timefrom several weeks to a few hours, instantly in some cases.

*Lead strategic projectswithin the Green Power Excellence program.

*Build the journey visionand the business-IT roadmap to improve satisfaction and fluidity.

*Lead project steering committeeswith strategic stakeholders (managers and directors).

*Develop the skills of the Digital Factory(20+ employees) in customer journey project management, work methods, and posture.

*Supervise and supportproduct management interns and data apprentices.

*Develop relationships with customersto improve our digital tools.

*Support change and communicationwith business and support teams.

*Organize and lead cross-functional strategic workshopsto gather needs, understand pain points, and optimize existing business processes.

*Manage project performanceand associated risks.
**Manage the project delivery schedule**.
*Ensure product ownership of IT developmentswithin the Digital Factory: prioritization, iterations, user story design in conjunction with POs, UX/UI, and developers.
Implement **operational reporting and dashboards**.
Change Management Agile Methodology Business Process Design Customer Experience User Experience (UX)
Vendredi.cc
Product Owner
HUMAN RESOURCES
September 2020 - October 2021 (1 year and 2 months)
Paris, France
🎯 Mission:Overhaul CSR strategy reporting and management tools for clients to improve customer experience.

*Define a product strategyfocused on societal impact and user experience.

*Ensure Product Ownershipin an agile context: prioritization, iterations, user story design in conjunction with users, CSM, POs, UX/UI, and developers.

*Implement product improvementsaimed at simplifying and automating business team tasks.

*Establish usage & adoption KPIsto optimize customer experience.

*Support change and collaboratewith teams to ensure buy-in and understanding of new practices (training, demonstrations, documentation).

*Conduct user researchto identify pain points and needs and optimize their journey through workshops, interviews, and focus groups.

*Provide customer supportfor complex issues and questions.
Agile Methodology Product Ownership Process Optimization KPI Definition and Monitoring
Wivoo (@Engie)
Product Management Consultant
ENERGY AND UTILITIES
September 2019 - August 2020 (11 months)
Paris, France
🎯 Mission @Engie:Develop and structure a Digital Factory in an agile context to improve customer satisfaction.

*Structure teams into a Digital Factoryto streamline communication and optimize deliveries.

*Ensure Product Ownership in an agile context:prioritization, user story design in conjunction with users, POs, UX/UI, developers, and internal/external users.

*Conduct research with business teamsto identify pain points and needs.
**Optimize customer journeys**.
*Support changefor the teams.
Product Management Product Ops Product Ownership User Experience (UX)