Responsible for helping clients boost their business performance through CX transformation:- understanding currently delivered experiences by mapping customer journeys and analyzing customer experience feedback, KPIs and related metrics- articulating the business case for change and achieving stakeholder alignment- designing or redesigning customer journeys, touchpoints and related systems to meet customer needs, differentiate, eliminate pain points, and secure moments of truth - developing and socializing agile transformation roadmaps to structure and accelerate implementation - designing closed loop customer experience feedback systems to alert and react to customer issues, and to drive CX continuous improvement- developing individual and organizational CX capability maturity- transformation program management

Helping teams and organizations develop a collective leadership approach:- supporting corporate leaders in creating environments that foster human creativity and fulfilment, and which tap into the collective wisdom that is needed to solve today's business challenges- facilitating experiential learning journeys and workshops that drive collective leadership deployment- co-creating a world in which people can work better together in healthy relationships that make a real difference to business performance.

Re-engineered the company's customer feedback processes and led closed-loop, action-oriented, global Customer Satisfaction & Loyalty Development process.- Designed & implemented new enterprise-wide customer experience management process based on Net Promoter Score (NPS) and other industry best practices. Deployed framework capturing customer feedback at key touch points along end-to-end customer journey (customer care, service delivery, project implementation, ...), and at relationship level.- Selected & engaged global partners providing IT platform/process support. Led deployment of award winning platform in 60+ countries reducing global costs 50%. Integrated customer feedback with CRM boosting employee engagement and mobilizing front-line teams. Managed international team of 8 and setup new off-shore center for survey operations.- Animated a network of 100+ world-wide, cross-functional process champions around survey operations, feedback analysis, and stakeholder engagement in both closing the loop to address root-causes of dissatisfaction and in systemic process improvements to create delighted customers. Developed maturity model, assessed key entities, coached on process improvement initiatives (6 Sigma, Lean, 8D, ...).- Analyzed customer feedback at group level generating insights and establishing key drivers of experience. Formalized & deployed group improvement priorities and customer expectations with executive management to ensure organizational alignment.- Embedded customer experience as key driver of critical company transformation projects/programs designed to deliver superior, differentiated customer experience. Collaborated as part of cross functional teams ensuring implementation of those programs. Realized 45% growth of overall NPS between 2009 - 2015.- Led focus driving customer experience improvement in front-line customer relations processes. Initiated a “VIP Experience Program” providing differentiated service to strategic customers.

Selected to drive focus and engagement on customer experience in Schneider Electric's global Services & Projects division:- Defined and implemented a transactional customer experience feedback and action process in top 40 countries, based on Net Promoter System (NPS).- Animated and coached an international network of Service & Project quality directors in customer feedback led continuous improvement. Identified and deployed key performance indicators (for example 1st time fix rate) driving process performance. Developed and deployed Solution & Service Centre maturity model, assessed key centers, and drove maturity improvement plans.- Helped initiate a new global business process for service and project life-cycle management, driving consistency and quality in execution across the company.

Formed a new global Business Unit providing a range of key components - ‘Field Devices’ - used in Building Automation and Security projects (valves, actuators, sensors, variable speed drives, electronic access control, etc):- Built and managed an international team of 20 including Marketing, Product Management, Sales and Customer Service functions, based in USA, Europe and Asia-Pacific.- Increased revenue 14% and operating margin 23% whilst delivering productivity in customer service operations of 20%.- Led numerous acquisition integration projects related to several significant mergers in both USA and Europe. Developed supporting business strategy and related product roadmaps. Integrated business operations whilst maintaining customer satisfaction and business continuity- Initiated sourcing projects in Asia providing reduced cost alternatives to selected internally manufactured product ranges.- Created and directed external relationships providing an extensive range of branded and 3rd party labeled products (25K part catalogue, 60 suppliers).

Setup and led Quality and Communications functions of new corporate division driving company's digitization:- Led User Experience and Quality teams for development and deployment of international e-commerce platform that generated $180M revenue, $1.5M productivity, and achieved a satisfied customer rating of 87%. Supported the program manager in implementing project management best practices.- Assessed the achieved quality level of the group’s websites. Defined quality metrics, set performance targets and deployed quality improvement system in 60 countries.- Recruited and led managers to carry out quality management activities for divisional projects. Initiated and oversaw quality improvement actions based on the Software Engineering Institute Capability Maturity Model (SEI CMM). Results included significant reduction in software defects and improvement in customer satisfaction.

Promoted to manage and enhance a family of products for real-time management of electricity distribution networks (SCADA/DMS, RTU) and targeted at national and international utility companies: - Helped transform the company from a bespoke development organization to a product-oriented one; developed and introduced formalized product lifecycle management activities.- Initiated product programs and led resulting cross-functional projects bringing new products and new product releases through development and commercial launch. Worked with and at product development centres in France and in the UK to implement coherent strategies.- Initiated and managed strategic alliances with leading vendors of complementary products to better address customer needs and ensure our acceptance on the market.

Headhunted to employ technical skills and experience in sales support of large, complex real-time control (SCADA, RTU) systems in an international competitive tendering environment:- Generated commercial tenders in response to customer requests for quotation. Worked in tight timeframes to carry out point-by-point analysis of detailed customer specifications and develop corresponding system design.- Organized company attendance at numerous national and international industry exhibitions. Coordinated internal stakeholders and external design agencies in production of a set of promotion materials for the company’s products and services.

Provided system engineering support to complex real-time energy management control system (SCADA, RTU) projects, primarily for a number of major UK public utility companies; ensured availability and configuration of system hardware at all stages of the project to meet scheduled needs. Project managed smaller projects or larger system amendments.Contributed to the company’s new generation of real-time control (SCADA) product by developing the software of product’s security subsystem. Supported other projects as Unix system administrator.