Soumaya D.

At Macif, I worked as a Product Owner for the Customer Engagement Solution (400 employees) to steer the development of a new strategic CRM under PEGA. This large-scale project aimed to optimize customer relationship management for over 6000 advisors. In a SAFe environment, I led an agile team of 10 people and collaborated closely with business units, UX, and Product Management to ensure product alignment with operational needs.

My role involved structuring and prioritizing the backlog, defining the product roadmap, and ensuring the delivery of features that brought real business value. I also managed risks, identified and monitored inter-team dependencies, and oversaw the use of the allocated budget, ensuring resource optimization to secure the set objectives.

By facilitating stakeholder coordination and securing product evolution, I supported the company's digital transformation and the continuous improvement of the customer experience.

At MAIF, I held the position of Functional Project Manager within the Welcome, Advice, and Sales Squad, attached to the Welcome and Distribution Tribe, responsible for CRM tools, appointment scheduling, workflows, and digital channels. The objective was to coordinate omnichannelity and increase commercial efficiency.

My work focused on the continuous maintenance and evolution of the CRM and the Distribution appointment scheduling tool for 4500 advisors and over 4 million policyholders, with the goal of optimizing the experience for both advisors and policyholders. In collaboration with business and technical teams, I contributed to implementing solutions that improved commercial efficiency and customer interaction management. These developments led to an increase in phone call redirection to appointment scheduling and optimized commercial production, thus reinforcing MAIF's position, maintained at the top of the Customer Relationship Award (BearingPoint and Kantar).

At MAIF, I also held the position of Project Manager within the Commerce Squad, attached to the Welcome and Distribution Tribe. My work was part of a strategic experiment aimed at developing the first DATA-based advice and sales support tool, in partnership with the software publisher ZELROS. In collaboration with business, technical teams, and the publisher, I contributed to the integration and adoption of the solution, ensuring its alignment with advisor needs and commercial objectives. This project resulted in the permanent integration of the tool within the Distribution CRM, thereby strengthening customer support personalization and the company's commercial efficiency.