Freelancer profile translated to English.
Back to original languageAbout Zahia
Are you looking for an IT project manager who can quickly scope, coordinate technical and business teams, and secure your deliveries? This is what I have been doing for over 15 years in insurance business analysis, social protection/complementary retirement.
I manage the entire project cycle from requirements gathering to go-live: scoping workshops, technical and functional specifications, business/development coordination, testing management, change management. Agile, V-model, or hybrid depending on the context.
I understand technical challenges: IT system integration, data flow management, APIs, data repositories, migration and data recovery. I can speak to IT teams without a translator. Result: fewer back-and-forth exchanges, faster decisions, robust projects.
My areas of focus: CRM (Pega, Salesforce) · Data & reporting (Power BI) · Flow management · IT System Migration · Conversational AI (Zaion callbot) · Satisfaction surveys (VOCAZA).
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- GSMCBusiness Analyst | Social ProtectionBANKING AND INSURANCEApril 2026 - Today (2 months)Lille, France
- Conducted a competitive benchmark and analysis of the B2B customer journey for the collective health offering: studied customer journey data over 8 months of production, identified pain points, and formalized optimization recommendations.
- Facilitated workshops with acquisition, sales, communication, UX/UI, and development teams to scope Lot 2 of the B2B tunnel and prioritize implementation.
- Created mockups and wrote functional specifications for the target customer journey.
- Prepared the scope/effort/priority arbitration matrix (constrained budget of 40 man-hours).
- Functional repositioning of the digital service portal for members: analyzed obstacles, took over the existing backlog, and prioritized traffic-generating features.
- KlesiaProject Manager | Business Analyst | Social ProtectionBANKING AND INSURANCEJune 2023 - April 2026 (2 years and 10 months)Montreuil, FranceManaged IT transformation within the Agirc-Arrco convergence plan. Scope: "corporate retirement" customer relations, Pega CRM, Power BI reporting, data flow management, and customer repositories.
- Integrated PEGA CRM: impact analysis, data migration strategy, and retirement flow decommissioning.
- Participated in the DPR steering committee to integrate the Klesia organization and internal business processes with the Agirc Arrco target model.
- Integrated an AI Callbot (Zaion) into the IVR > Callbot > CRM chain, automating 15% of 13,234 annual incoming calls.
- Developed an Angular HMI to promote Klesia's service offerings in line with the global CRM.
- Integrated a Selenium robot into the global CRM to automate the distribution of contentious cases: -15% manual tasks.
- Migrated applications to the Azure EntraID authentication system.
- Implemented a Power BI decision-making tool (data & reporting) to manage customer relations/CRM activity: 1.4 GB/year | ≥ 90% adoption rate.
- Redesigned satisfaction surveys (data structuring and control), generating a 7% increase in customer feedback.
- Supported the implementation of a centralized Data platform: gathered data usage for retirement and social action scopes. Mapped retirement flows between the RC IT system and Klesia's IT applications.
- AssurOneProduct Owner & Business Analyst | Property & Casualty InsuranceBANKING AND INSURANCEMay 2017 - May 2023 (6 years)92600 Asnières-sur-Seine, FranceProduct Owner & Business Analyst for Property & Casualty Insurance: managed the digital transformation of a B2B/B2C white-label distribution platform. Clients: Matmut, Groupe VyV, Société Générale, La Banque Postale, Volvo, Audi.
- UX support for subscription processes (business workshops, prototyping, usability testing).
- Development and redesign of fully responsive websites: organized technical workshops, wrote user stories, validated deliverables, and monitored sprint objectives.
- Migrated SOAP APIs to REST to optimize and pool the technical foundation of subscription tunnels.
- Cross-functional coordination and technical scoping (Front-end, Architects, SSO, API management, Management (personal space, payment, signature), document generation, compliance, rating engine, infrastructure, etc.) for integration into subscription tunnels.
- Managed functional testing with insurance partners and prioritized bugs to secure go-live and run phases.
- Study & scoping of a CRM project (Salesforce): gathered and analyzed needs, use cases, technical and functional specifications, ROI, roadmap, and integrator tender.
- Project contribution: revenue growth: +40% between 2018 (€36M) and 2021 (€50.4M)
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Education
- Master, Business Management and DevelopmentESAM School2019Master, Gestion et développement d'entreprise
- International CommerceCY Cergy Paris Université2006Commerce international