Sylvain Ling

Experience

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  CSA (Institut d'Etudes)

  Jan 2002 - Jan 2005

  Market Research Executive

  Management of multisector research projects: Market intelligence, Satisfaction barometers, Communication Development of international customer portfolio Presentation of commercial proposals / results with the assistance of the Research Director Coordination of data collection and data analysis, identification of areas for improvement

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  Kantar TNS

  Jan 2005 - Jan 2018

  Market Research Director

  Management of a division Employee & Customer eXperience with 75 % of international projects and expansion of my customer portfolio to Retail/FMCG, Industry, Media sectors Development and retention of Banking-Insurance accounts and revenue growth

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  Groupe Covéa

  May 2019 - Oct 2019

  Customer Experience

  Support and consulting on customer experience themes for the 3 brands of the group- Development of customer orientation through selection of systems to help acculturate the group to CX, analysis and recommendation of external benchmarks, and active monitoring (conferences, webinars, etc.)- Qualitative interviews of employees on their experiences as customers of other insurance companies- Competitive benchmark on priority segments from a customer journey point of view, customer interviews to create personae Show less

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  La Mutuelle Générale

  May 2020 - Jul 2021

  Quality and Customer Satisfaction Research

  Management of satisfaction surveys, coordination of suppliers, research on opportunity and impact in implementing new tools and processes, deep-dive analysis- Analysis and reporting of transactional surveys, animation of workshops and regular meetings, set-up of new surveys- Management of annual barometers and presentation of results throughout the organisation- Status report and recommendations for updating research tools and processes- Improvement of customer knowledge through coordination of data analysts Show less

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  Safran Aircraft Engines

  Apr 2022 - now

  Customer Satisfaction Management and New Services Development

  - Management of customer satisfaction measures- Participation in cross-functional improvement and action plans- Development of a customer-oriented culture- Development of new services- Organization of customers events- Development of newsletters for customers