(Former Euler Hermes Group) Redesign and deliver global digital customer journey for claim declaration and management in a brand new self-service portal (REST API & cloud architecture) in an Agile Scrum team. Key responsibilities include:- nurturing product vision- participation in interviews with customers, brokers, and employees- global business process harmonization support- program manager support in strategy and roadmap building - communication with the group and regional business owners- backlog management to maximize customer and business impact- timely and correct feature delivery to market- coordination of delivery with multiple back-end teams- international roll-out support with local teams (UK, France, Germany)- review of quantitative customer feedback & analytics

(Former Euler Hermes Group) Translating customer insights into actionable business objectives for the worldwide leader in B2B accounts receivable insurance solutions. Key areas of focus include:- management of global Top Down NPS / CSAT program (35 countries)- implementation of global Broker NPS program (16 countries)- design and implementation of 3 new transactional Bottom Up NPS for key moments of truth/moments of pain of customer journey (7 countries)- setup and coordination of NPS detractors follow-up process (VoC closed feedback loop)- development and maintenance of global executive Customer Centricity Dashboard consolidating key operational and customer KPIs

(Former Euler Hermes Group) Support in development and roll-out of global customer centricity program for the worldwide leader in B2B accounts receivable insurance solutions. Key areas of focus include: - community management of transversal Customer Success Circle team at Group level and regional and local Customer Experience Champions- Customer Journey mapping- coordination of global Complaints Management program (roll-out, complaint officers community management)- management of global Top Down NPS / Customer Satisfaction program (25 countries)- development of global Broker NPS program (8 counties)- redesign of transactional Bottom Up NPS for customer service touchpoint and development of a new Bottom Up NPS for complaints (13 countries)

Assisting to Brand & Content, Products & Services and Digital Marketing managers within Strategic Marketing team in Group Market Management department. Key responsibilities:- digital marketing and social media reporting (Google Analytics, LinkedIn Sales Navigator) - global market shares study reporting- content management of Group LinkedIn account (Hearsay Social)- coordination and reporting of Group social selling campaigns- developing internal sharing tools to systematize best practice and content collection (monthly newsletters, intranet sections) - new services sales performance reporting and follow up - contribution to Competitive intelligence Newsletter content and competition product and services overview knowledge base- supporting setup of Customer Satisfaction Survey (translation coordination and contact database consolidation for 25 countries) and fieldwork reporting

Involved in research project for government owned defence corporation in a team of 3 students and 2 professors with 50K EUR budget. -research development;-reporting and project final documentation; -contact person for the client;-presenting on project milestone meetings in the institute and on the client site;