Freelancer profile translated to English.
Back to original languageAbout Marie-Helene
Too many priorities. Not enough decisions.
I help organizations unlock their product and Customer Experience (CX) decisions — fast.
I align Product Strategy, Product Discovery, and Customer Experience (CX) to transform complex situations into concrete, actionable decisions.
Decisions rarely slow down because of the teams.
They slow down due to a lack of alignment between Product Strategy, Customer Experience (CX), and delivery.
🎯 Typical cases
– too many priorities, no clear decisions
– unstable or constantly questioned roadmap
– fragmented or inconsistent customer journeys
– misaligned Product, Customer Experience (CX), and business teams
👉 Result: wasted time, diluted efforts, postponed decisions
🎯 Example — AXA Banque
Facing fragmented customer journeys and unclear Customer Experience (CX):
→ structuring Product Discovery
→ product prioritization
→ alignment of Product Strategy, Customer Experience (CX), and business teams
Result: clarified priorities, accelerated decisions, strengthened Customer Experience (CX), smoother delivery.
🎯 Role
Quickly unblock the situation and get teams moving again.
In a few days:
– clarification of a Product Strategy issue
– Product / Customer Experience (CX) / business team alignment
– structuring Product Discovery
– acceleration of decisions and consistency of customer journeys
⚡ Express diagnostic (30–45 min)
→ Rapid identification of blocking points
→ Highlighting of Product / Customer Experience (CX) misalignments
→ Immediately actionable recommendations
🎯 Objective: unblock a situation in a very short time, without long-term commitment.
🎯 Positioning
I primarily intervene on high-stakes issues:
product decision-making, journey performance, Customer Experience (CX) transformation.
🔎 Keywords
Product Strategy, Product Discovery, Customer Experience (CX), UX Strategy, Service Design
English
Native or bilingual
Can work on-site
Paris (up to 50km), Lyon (up to 10km), Nancy (up to 10km), Bordeaux (up to 10km), Lille (up to 10km)
Experience
- AXA BanqueAXA Banque — Synthesis & Impact (Head of Customer Experience (CX) & Product Strategy)BANKING AND INSURANCEJanuary 2018 - September 2025 (7 years and 8 months)Fontenay-sous-Bois, FranceLeading Product Strategy and Customer Experience (CX) in a transforming B2B2C banking environment.Managing a cross-functional CX team (Data, UX, Design, Satisfaction) and aligning Product, Marketing, and Business teams to accelerate product decisions and customer journey performance.Leading theProduct and Customer Experience Strategyin a transforming banking environment.Managing a cross-functionalCX team(Data, UX, Design, Customer Satisfaction) and aligning Product, Marketing, and Business teams to accelerate decision-making and journey performance.🔹 Impact+20%account openings via digital in 6 months through optimization of customer journeys and Customer Experience (CX)Mobile application rated4.6/5after Customer Experience (CX) improvementReduction of customer service friction and inquiriesthrough customer journey optimizationAcceleration of commercial performance through better product prioritization🔹 Product Strategy & Customer Experience (CX)Leading Product Strategy and alignment with Customer Experience (CX)Structuring Product Discovery and alignment approachesProduct prioritization and support for strategic decisionsProduct, Customer Experience (CX), and business alignment🔹 Transformation & DeliveryCreation and structuring of a Customer Experience team (Data, UX, Design, Satisfaction)Redesign and consistency of customer journeys (mobile, web, agent tools)Continuous improvement of Customer Experience (CX) in an IT transformation contextDeployment of Product Discovery and design practices at scale (design system, research, UserTesting)
- AXA BanqueProduct & CX Lead | Strategy, Discovery, DeliveryBANKING AND INSURANCEDecember 2024 - October 2025 (10 months)Fontenay-sous-Bois, FranceLeading a cross-functional CX team of 6 experts (Data, UX, Project) in a context of organizational transformation.Structuring product strategy and product discovery to align Product, CX, and business teams around common priorities.Key contribution to the design and launch of a premium wealth management offering, focusing on customer journeys and value proposition in conjunction with Product, Marketing, and business teams.Results: accelerated decisions, clarified roadmap, improved journey consistency, and enhanced offering attractiveness in a high-value segment.
- AXA BanqueCX & UX Lead | Research, Experience & BrandJanuary 2022 - December 2024 (2 years and 11 months)Fontenay-sous-Bois, FranceIn a B2B2C and transformation context, repositioning customer experience at the Marketing Executive Committee level as a driver for decisions and performance.Structuring a cross-functional CX team (Data, Satisfaction, Design) and implementing customer experience, user research, and product discovery practices.Actions: developing customer insights, structuring journeys, and playing a key role in aligning brand identity, art direction, customer experience, and product.Key contribution to deploying the new brand identity across journeys and customer interactions.Results: better-informed decisions, strengthened prioritization, and increased consistency between brand, experience, and product.
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Education
- Master of Business Administration - MBA, Management by designStrate Design2021Thèse pro : Design Management, business models, le rêve, la créativité, les softskills du designer, Design de fiction, design de service. Augmentons dès maintenant la puissance de frappe des designers en les dotant de la qualité de la prospective !
- Training on regenerative businessButterfly School2021Formation sur le businesss régénératif