France
I want to be challenged in my day to day work and to see that my actions and projects have a real positive impact on my clients, their clients, and my team workers in order to develop themselves. I am a leader of more than 18 years of experience, with an engineer background, specialized in leading Customer oriented transformations in public and private services. Fluent in English and French. My main focus in terms of industries are: Mobility & Transportation, Travel and Hospitality, Public sector. Beyond accompanying my clients, I have several responsabilities : - Leadership member of a 400people team (Leader of a ~100 people team) - Business development lead for Private and Public services - Management of large (+20 people), international and multi skilled teams (consultant, UX/UI designers, developers, architect, brand strategist...) Specialties: -Mobility as a service project -Design and optimization of omnichannel customer journeys -Creation, design and transformation of contact centers -Customer relationship strategies -Natural language, Agentic
Experte de la relation Usagers des services aux citoyens/ d’intérêt général Entreprises accompagnées : -services publics : DITP, Assurance maladie, DGFiP, Anah, Pôle emploi, MTE... -services privés : Société générale, Manpower, Keolis, Transdev, RATP, ADP, SNCF Expertise : -Transformation et optimisation des parcours clients -Ecoute de la voix du client -Organisation et optimisation des centres de relation client -Mesure de la performance de l'expérience client -Design de nouveaux services -Création et développement du MaaS
Transformation consulting : -Customer journeys transformation -Omnichannel strategy -Customer service organisation and transformation -Agile methodologies -Change Public services, Mobility services
Prise en compte du besoin client, cadrage, animation d’ateliers