Redefining customer experience in B2B banking.

Helping my customers on what I know best: – Customer Experience – Productivity Tools– UX Writing. More details on jonathanlefevre.com/freelance.

UX Writing × l10n. Tried to craft the best product experience for Notion French users.

Wrote a book about customer service: “L’obsession du service client”.

Fixed HR issues through compensation fairness.

Under-promised/over-delivered human, honest and friendly experiences to our customers. – Employee #3. – From 0 to 2 million customers. – From 0 to €100 million/year in gross sales. – From 6 to 60 people in the company. – From 1 to 17 people in my customer experience team. – Took care of our customers via email and social media. – Set up our long-term customer support vision. – Built and managed our customer experience team (17 people). – Scaled our customer support to handle our growth from 0 to 2 million customers. – Worked continuously with developers and product team to improve our customer-centric product (UX issues, bug reports). – UX writing, copywriting: wrote website and apps wording, error messages, FAQs and contextual help resources, blog posts.Captain Train was acquired by Trainline in 2016 (~€200 million). I am very proud of what we built at Captain Train — not so excited about where Trainline was going. After 5 years working with brilliant people to build an awesome product, the acquisition was time for me to move on.

Shared what we’ve built and learned during 5 years at Captain Train, in terms of Customer Experience.

Monitored, analyzed and built reports about the online reputation of my customers.

Made gPartner visible online.

Managed a community of users of a web service.

Understood what “customer experience” actually means.