Mission:
Identify a Customer Experience Manager to redesign and drive the entire user journey for an innovative mobility player. The objective: create a seamless, differentiated and loyalty-building experience at the heart of a transforming market.
Result:
The recruited profile mapped customer journeys, defined an omnichannel CX strategy and launched several key initiatives: overhaul of touchpoints, customer service improvement, development of regular satisfaction and voice of customer monitoring. They also established a cross-functional customer culture, engaging product, tech and operations teams.
Conclusion:
This recruitment enabled the company to align user experience with its brand promise, improve satisfaction and retention, and strengthen its position in an ultra-competitive market.