Romain Paillard

Actions carried out:

Piloting, supervising, synthesizing field studies in order to clarify the understanding of uses and desired changes on contact points

Ensuring competitive monitoring of the various channels (physical, CRC and digital), new tools, the evolution of customer behavior in the face of distribution channels

Studying all existing distribution channels to identify new distribution opportunities and their evolutions

Participating in the acquisition strategy by building and optimizing a traffic acquisition model to websites, detecting needs and transforming into a purchasing act

Defining and monitoring channel KPIs in terms of performance

Deployment strategy, pedagogical engineering and agile user training as part of the digitization of the "credit chain" of financing via a dedicated application

1. Co-construction of the deployment and training strategy with the business contacts of each country concerned

Making self-training modules available to all users (awareness videos, tutorials on certain functionalities, demos, gamified digital application for anchoring knowledge in “1 minute per day”, etc.)

Rigorous selection of Super Users based on homogeneous criteria, training & coaching

2. Community management, monitoring and operational support of Super Users and mobilization of this population as trainers for end users and also continuously as testers during the delivery of new functionalities

Design, deployment and management of a customer service optimization project

Audit and redesign of customer request management processes

Definition of the associated quality guide: description of new processes, associated performance indicators, risks and coverage actions

Implementation of a steering system: dashboards, audit and continuous improvement system

Creation of a complete training kit for these processes