Soufiane Ben Haroun

As part of the CRM program, a large-scale program for the Malakoff Humanis group, the objective is to frame customer knowledge data for the implementation of a group customer knowledge base.

Main objectives:

1. Study of the existing situation

• List sources and data,

• Describe processes, rules, and data update frequencies

• List use cases relying on the existing customer knowledge base

2. Define, in conjunction with the project architect, the scope and scenarios for retrieving customer knowledge

3. Identify data/indicator needs for the CRM program's customer knowledge base

4. Formalize the data lifecycles for the customer knowledge base and those outside the scope: Acquisition,

processing/transformation, quality control/improvement, ... and purging

4. Define roles and responsibilities for data (Data Owner, Data Quality Manager...)

5. Write the general specifications for the customer knowledge base

6. Structure and cost the implementation project for the customer knowledge base, including data governance and quality

7. Manage the implementation of the knowledge base

Context

Fast-growing European Insurtech. Transformation of credit insurance journeys through data and automation.

Scope & Responsibilities

• Conduct cross-functional projects (planning, budget, quality): migration to a scalable data architecture, automation of billing and collection processes.

• Coordination of technical, business, and external partner teams; facilitation of agile rituals and committees, risk and dependency management.

• Product Management: discovery, functional scoping, OKR/KPI definition, roadmap and backlog prioritization; design of data products (dashboards, automated reports, visualization tools) and adoption monitoring.

• Data Project Management: management of data pipelines and third-party system integrations (ERP/CRM/collection tools); data governance and security (quality, traceability, GDPR compliance) throughout the lifecycle.

• Close collaboration with Data Engineers and Data Scientists to deliver high-value analytics and automation solutions.

• Innovation & continuous improvement: market watch, POCs (AI/ML, cloud), industrialization of best practices and process standardization.

Key Deliverables

Product roadmap, specifications (functional/technical), user stories & acceptance criteria, test plans, KPI dashboards, operational documentation, user guides, and training sessions.

Impact

Acceleration of go-to-market, reliability of decision-making data, and productivity gains for teams.

Within the REC IT Unit of the CEP IT entity, our scope of action consists of ensuring:

● Cash reconciliation and incident detection

● Incident management

● Cost calculations and risk estimations

My role as PEGA Product Manager covers the last two points.