•Spearheaded customer journey mapping initiatives, collaborating with global teams to design and implement tailored strategies, resulting in: - 15-point increase in overall Net Promoter Score (NPS) - 25% increase in customer website footprint•Developed and delivered impactful 'As is' and 'To be' journey maps, driving business value and informing strategic decisions, identify gaps, leveraging design thinking and stakeholder management skills.•Integrated customer journey maps… Show more •Spearheaded customer journey mapping initiatives, collaborating with global teams to design and implement tailored strategies, resulting in: - 15-point increase in overall Net Promoter Score (NPS) - 25% increase in customer website footprint•Developed and delivered impactful 'As is' and 'To be' journey maps, driving business value and informing strategic decisions, identify gaps, leveraging design thinking and stakeholder management skills.•Integrated customer journey maps into transformation processes, enabling data-driven decision-making and improving customer retention.•Trained and enabled country teams in customer journey mapping, ensuring sustained impact.•Created interconnected customer councils for enhanced feedback loops, communication, and new feature testing.•Conducted 150+ in-depth customer interviews across 8 countries and 2 key customer segments, gathering actionable insights. Show less

•Managed two critical customer channels, ensuring seamless handling of customer and business requests•Successfully navigated and translated requests into actionable projects, collaborating with technical teams (mySchneider APP, Technology Transfer Files, Technical Communications of the Future).•Proactively streamlined communication and project execution, yielding optimized outcomes and enhanced customer satisfaction.•Gathered requirements from stakeholders to inform new initiative… Show more •Managed two critical customer channels, ensuring seamless handling of customer and business requests•Successfully navigated and translated requests into actionable projects, collaborating with technical teams (mySchneider APP, Technology Transfer Files, Technical Communications of the Future).•Proactively streamlined communication and project execution, yielding optimized outcomes and enhanced customer satisfaction.•Gathered requirements from stakeholders to inform new initiative development & developed compelling business cases and user stories to secure support for strategic projects.•Designed and implemented a prioritization matrix to objectively rank business requests, ensuring alignment with organizational goals.•Facilitated quarterly alignment meetings between business and technical teams to monitor progress, report on key performance indicators & identify resource requirements Show less

•Demonstrated business understanding, analysing market trends, customer needs, and the business environment.•Developed stakeholder management skills, creating strategic relationships within the organization.•Applied customer-centric approach, supporting initiatives that drive business growth and customer satisfaction.

•Collaborated with cross-functional teams to execute brand store management strategies.•Developed and maintained strong relationships with key clients, ensuring prompt issue resolution.•Contributed to brand integrity and client satisfaction through proactive account management.