Freelancer profile translated to English.
Back to original languageAbout Sondès
Marketing & Customer Experience Studies Consultant,I support Marketing, CX, and Market 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 delayed 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.
Collaboration mode:one-off or long-term assignments, direct interaction with marketing, CX, and management teams.
I regularly collaborate with market research agencies for operational support: questionnaire design, fieldwork, analysis, reporting, rapid integration, and autonomy from day 1.
Partner agencies:INIT, Great Place To Work, AplusA, IRI Worldwide, GN Research, Innerside, Ariane Market Research, Globe Effective Shopper Experience.
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 10 months)Paris, FranceI help B2B and B2C companiesunderstand customer behavior and improve their journeys**, by **transforming data and feedback into operational decisions.Role and responsibilities- Management of customer listening programs and quantitative studies from start to finish- 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- Construction of KPI dashboards and management systems (NPS, CSAT, CES)- Reporting insights and recommendations to the management committee- Supporting teams in adopting results and decision-makingImpact and achievements- Identification of key pain points in B2B and B2C customer journeys affecting satisfaction and loyalty- Implementation of satisfaction barometers (NPS, CSAT, CES) used as monthly management tools- Development of segmentations and personas that guided marketing and strategic repositioning- Creation of CX performance dashboards deployed at the group level- 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 Studies 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 involvement inunderstanding business challenges and supporting marketing and CX teams.Role and responsibilities- Complete management of the study cycle, from scoping business issues to reporting results in 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 study managers and guarantee of 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 Studies ExecutiveCONSULTING 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 to thescopingof client issues,questionnaire design, fieldwork monitoring, and quality control of collected data.Processing and analysis ofquantitative data,carrying outstatistical analyses,preparing result summaries.Support in presenting findings to internal teams and clients.Development of solid methodological foundations in quantitative studiesand a data-driven culture focused on understanding customer behaviors and expectations.4 years and 10 monthsin a demanding market 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