Customer Experience
Il y a 5 mois
**Contexte**:
Dans le cadre de la commercialisation et de l?exploitation de ses deux plateformes digitales (IaaS/PaaS publics et défense) en interne Group, la Digital Factory souhaite optimiser l?expérience de ses clients dans les règles de l?art CX (Customer eXperience) : optimiser l?expérience client, répondre aux besoins et intérêts des clients à chaque étape de leur parcours, afin de contribuer à leur satisfaction et les fidéliser.
A ce titre, la TDF recherche un profil expérimenté orienté client qui proposera une méthodologie et un plan d?action haut niveau pour évaluer, formuler des recommandations et mettre en place la compétence CX au sein de l?entité pour les deux plateformes.
Scope of work description
Main missions
**Diagnostic / Evaluation**:
- Analyser et appréhender les parcours clients et comprendre les besoins et la vision des clients selon leur profil, sur les deux plateformes (TDP / RTDP)
; S?appuyer sur les données et travaux existants (customer journey, ITW etc)
; Créer ou remettre à jour le Customer Journey et les personna
; Formuler des recommandations sur le parcours existant
- Identifier les irritants et opportunités à adresser en priorité (key moments of truth) en prenant en compte la vision client et la valeur business
Sensibilisation
- Animer des sessions d?information / formation sur le CX aux parties prenantes
**Définition du plan d?action**:
- Proposer des quick wins et solutions plus long terme (services, offre, expérience) en collaborant étroitement avec les tribes métier.
**; Si besoin**: proposer une révision du parcours client
; Engager les parties prenantes pour designer une solution aux irritants identifiés
- Insérer les actions dans le Product Council pour les prioriser
**o Le cas échéant**: recommandations sur amélioration de l?organisation
Mise en place de points de mesure
- Mettre en place des points de mesure récurrents
**; Réutiliser l?existant**: NPS tribes
- Proposer et suivre des indicateurs clés de performance
- Créer et animer un tableau de bord des KPI par quarter
**Comitologie**:
- Animer un CODIR mensuel
Critères de succès (au bout des 6 mois), pour les 2 plateformes:
**Livrables**:
- Customer journey à jour avec identification des pain clients et Key moment of truth (KMOT) sur tout le parcours (customer oriented)
- Définition des KPI et mise en place du tableau de bord
Remporter l?adhésion des équipes plateforme / UX avec co-création de solutions (quick win ou solutions plus importantes) et injection des user stories CX dans la roadmap
**Finalité**: montrer une amélioration de la satisfaction client sur les KMOT (avec mesure KPI avant / après)
**Seniority Level**: ? Senior
**Hard skills**: Profil customer facing avec vision business, expertise CX éprouvée dans d?autres domaines B2B.
**Soft skills**: Autonome, force de proposition, travail en équipe transverse.
**Location**: PARIS 08
**Contexte**:
Dans le cadre de la commercialisation et de l?exploitation de ses deux plateformes digitales (IaaS/PaaS publics et défense) en interne Group, la Digital Factory souhaite optimiser l?expérience de ses clients dans les règles de l?art CX (Customer eXperience) : optimiser l?expérience client, répondre aux besoins et intérêts des clients à chaque étape de leur parcours, afin de contribuer à leur satisfaction et les fidéliser.
A ce titre, la TDF recherche un profil expérimenté orienté client qui proposera une méthodologie et un plan d?action haut niveau pour évaluer, formuler des recommandations et mettre en place la compétence CX au sein de l?entité pour les deux plateformes.
Scope of work description
Main missions
**Diagnostic / Evaluation**:
- Analyser et appréhender les parcours clients et comprendre les besoins et la vision des clients selon leur profil, sur les deux plateformes (TDP / RTDP)
; S?appuyer sur les données et travaux existants (customer journey, ITW etc)
; Créer ou remettre à jour le Customer Journey et les personna
; Formuler des recommandations sur le parcours existant
- Identifier les irritants et opportunités à adresser en priorité (key moments of truth) en prenant en compte la vision client et la valeur business
Sensibilisation
- Animer des sessions d?information / formation sur le CX aux parties prenantes
**Définition du plan d?action**:
- Proposer des quick wins et solutions plus long terme (services, offre, expérience) en collaborant étroitement avec les tribes métier.
**; Si besoin**: proposer une révision du parcours client
; Engager les parties prenantes pour designer une solution aux irritants identifiés
- Insérer les actions dans le Product Council pour les prioriser
**o Le cas échéant**: recommandations sur amélioration de l?organisation
Mise en place de points de mesure
- Mettre en place des points de mesure récurrents
**; Réutiliser l?existant**: NPS tribes
- Proposer et suivre des indicateurs clés de performance
- Crée
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