Freelancer profile translated to English.
Back to original languageAbout Sondès
Marketing & Customer Experience Researcher,I support marketing, CX, and research departments in understanding their customers and improving their performance. I work on customer satisfaction, NPS, customer journeys, and brand image issues, in B2B and B2C, in France and internationally.
100+ studies managedL'Oréal, Crédit Agricole, Renault, SNCF, Macif, Aésio, Transgourmet, Quadient, Descours & Cabaud, EBP, Crédit Logement...
3 areas of expertise:
- Customer Experience (CX): journey analysis, pain point identification, overall experience optimization.
- Voice of the Customer (VoC): real-time and post-experience listening programs, NPS, CSAT, CES management, verbatim analysis.
- Quantitative Studies: study design and management, segmentation, statistical analysis, and recommendations.
Sectors:Industry & B2B, Beauty & Cosmetics, Transport & Mobility, B2C, Business Services, Mutual Banks, and Insurance.
I regularly collaborate with research agencies for operational support: questionnaire design, fieldwork, analysis, reporting, rapid integration, and autonomy from day 1.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Italian
Basic
Can work on-site
Paris (up to 50km), Lyon (up to 50km), Marseille (up to 50km), Aix-en-Provence (up to 50km), Lille (up to 50km)
Experience
- Auto-entrepreneurIndependent Consultant in Customer Insights & Customer ExperienceCONSULTING AND AUDITSOctober 2019 - Today (6 years and 8 months)Paris, FranceI support B2B and B2C companies inunderstanding customer behavior and improving their journeys**, by **transforming data and feedback into operational decisions.Role and responsibilities- Management of customer listening programs and quantitative studies from A to Z- Scoping business issues with marketing, CX, and management teams- Design of questionnaires and methodologies adapted to client challenges- Advanced statistical analysis (segmentations, typologies, drivers, mappings)- Verbatim analysis and identification of weak signals- Creation of KPI dashboards and monitoring systems (NPS, CSAT, CES)- Reporting of insights and recommendations to management committees- Supporting teams in adopting results and decision-makingImpact and achievements- Identification of key pain points in B2B and B2C customer journeys impacting satisfaction and loyalty- Implementation of satisfaction dashboards (NPS, CSAT, CES) used as monthly monitoring tools- Development of segmentations and personas that guided marketing and strategic repositioning- Creation of group-wide CX performance dashboards- Contribution to the improvement of digital and physical customer journeysClients supportedL’Oréal, Crédit Agricole, Renault, SNCF, Leroy Merlin, Macif, Aésio Mutuelle, Transgourmet, Descours & Cabaud, Quadient, La Maison du Chocolat, EBP, Aftral, IPECA, Giropharm...Collaboration with partner agenciesINIT, Great Place To Work, AplusA, IRI, GN Research, Innerside, Ariane Market Research, Globe Effective Shopper Experience
- INIT MarketingSenior Marketing Research ManagerCONSULTING AND AUDITSApril 2017 - October 2019 (2 years and 7 months)Paris, FranceIndependent management of quantitative marketing studiesfor major B2B and B2C clients (banking, insurance, retail, services), with a strong focus onunderstanding business issues and supporting marketing and CX teams.Role and responsibilities- Full management of the study cycle, from scoping business issues to reporting results to client committees- Design of study programs (satisfaction, image, usage, Voice of the Customer) and development of methodologies adapted to the challenges- Advanced statistical analysis of data (segmentations, drivers, typologies) and interpretation of results- Production of strategic deliverables (summaries, recommendations, KPI dashboards) for marketing and customer experience departments- Presentation of insights and recommendations to major clients and contribution to decision-making- Supervision of junior research managers and ensuring the methodological quality of projects- Participation in commercial proposals and tender responsesKey achievements30+ studies managed independently on issues of satisfaction, brand image, and customer experience- Contribution to strategic action plans (NPS improvement, journey optimization, offer repositioning)- Production of deliverables used in management committees to guide marketing and CX decisions
- Gn ResearchMarketing Research ManagerCONSULTING AND AUDITSFebruary 2012 - December 2016 (4 years and 10 months)Paris, FranceParticipation in the execution ofquantitative marketing studiesat GN Research (Téléperformance group) for multi-sector B2B and B2C clients. Progressive skill development across the entire study cycle.Contribution toscopingclient issues,questionnaire design, fieldwork monitoring, and quality control of collected data.Processing and analysis of **quantitative data**, performing **statistical analyses**, preparing result summaries.Support in presenting findings to internal teams and clients.Development of solid methodological foundations in quantitative researchand a data-driven culture focused on understanding customer behaviors and expectations.4 years and 10 monthsin a demanding research agency environment that laid themethodological foundationsfor the rest of my career.
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Education
- Master in Brand StrategyISG Paris2017
- Master in Quantitative Marketing StudiesIHEC Carthage2014Master en études quantitatives
Certifications
- Generative AI & Automation Training (AI Agents)Databird