Saïd L.

Redesign of the complaint submission process via BEL / APP to improve customer satisfaction and complaint handling. (Web and Mobile)

Make BEL 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

• Facilitating and participating in UI design workshops

• Monitoring the Backlog with all business evolutions

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

• Preparation and execution of test data sets (extraction and verification)

• Functional testing supervision

• Testing of various routing rules / AI testing

• Value analysis and weekly reporting of progress to program steering committees, to meet strategic objectives (Construction and validation of the monitoring dashboard, incident and request management)

• Monitoring of MOA / MOE project 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 allowing tracking of all case stages (workflow tool).

• Functional referent for developers and testers

• Build / planning monitoring: KPIs and project management

• Responsible for maintaining and prioritizing the backlog for different Sprints

• User support and anomaly analysis

• Participation and facilitation of various monitoring committees (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

• Identifying use cases, linking US and Confluence

• Facilitating agile ceremonies

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

• Supervising a team of testers (3 resources)

• Development monitoring

• Participation in overall project coordination

Within Compliance, Escalation Process is an application deployed as part of the remediation plan resulting from regulatory recommendations (LBA/FT). A cross-functional 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

• Participating 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 tracking anomalies

• Managing and executing the project's functional testing

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