Saïd L.

Redesign of the complaint submission process via BEL / APP with the aim of improving customer satisfaction and complaint handling. (Web and Mobile)

Make BEL channel the preferred channel for customers to submit a complaint.

Streamline the customer journey on this channel by improving UX, to best meet their needs.

• Writing functional specifications for the BEL Complaint process

• Participation in weekly MOA / Business workshops

• Facilitation and participation in UI design workshops

• Backlog monitoring with all business evolutions

• Operational management of testing phases: writing test strategy, designing and writing test cases with MOA in line with banking processes

• Creation and preparation of data sets (extraction and verification)

• Functional acceptance testing supervision

• Testing of different routing rules / AI tests

• Value analysis and weekly reporting of progress to the program's steering committees,

in order to meet strategic objectives (Construction and

validation of the monitoring dashboard, incident and request management)

• Monitoring of the project's MOA / MOE budget

Implementation and deployment of a new digital tool (eBARREAU) for lawyers in France (53,000 users), aimed at centralizing and securing exchanges with various jurisdictions and also allowing tracking of all case stages (workflow tool).

• Functional referent for developers and testers

• Build / planning monitoring: KPIs and project management

• Responsible for backlog maintenance and prioritization across sprints

• User support and anomaly analysis

• Participation and facilitation of various monitoring instances (COSUI / COPIL)

• Writing functional specifications, breaking down into user stories and prioritizing tasks

• Facilitating user testing sessions and training lawyers on the tool

• Writing User Stories (JIRA), advanced business rules, Gherkin acceptance criteria

• Identification of use cases, linking US and Confluence

• Facilitating agile ceremonies

• Organizing business testing sessions, anomaly handling (analysis, prioritization, bug tracking, testing)

• Supervising a team of testers (3 resources)

• Development monitoring

• Participation in the overall project coordination

Within Compliance, Escalation Process is an application deployed as part of the remediation plan following regulatory recommendations (LBA/FT). A transverse tool for escalating Financial Security cases, deployed across the Group (2,000 users).

• Defining needs with business teams (meetings in English with stakeholders)

• Writing functional specifications, breaking down into user stories and prioritizing tasks

• Gathering requirements from business users

• Writing various deliverables (Expression of Needs / Scoping Note)

• Facilitating weekly MOA / MOE meetings

• Participation in the 6 Production deployments of the EP (Escalation Process) tool

• Coordinating actions between business and development

• Supervising a team of testers (2 resources)

• Defining the test plan and executing tests

• Setting up the schedule, reporting and monitoring anomalies

• Leading and executing the project's functional acceptance testing

• Presenting and delivering the acceptance test report and recommendations in the steering committee