Experience

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  Euroclear bank

  Oct 1999 - Mar 2001

  Junior product manager

  Junior Product Manager (10/1999-03/2001) – Product Management Division (Collateral Services - Triparty Lending & Borrowing): active participation to the client relationship management, coordination of relations between product department and operations, Triparty project manager for contract transition from JP Morgan to Euroclear Bank.

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  Jp morgan/euroclear bank

  Mar 2001 - Mar 2003

  Analyst, investement funds

  Analyst, Investement funds (03/2001-03/2003) - Custody Division: management and operational product development, client support for the follow-up of their transactions

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  Belgacom

  Jun 2004 - Jan 2011

  Responsibilities: • Accompanying and advising internal customers ranging from middle management to Executive Top Management of several business units (mass market, entreprise, ICT) through end-to-end coordination of Communication programs in order to promote Proximus products & services and to ensure commitment and engagement of the employees. • Copywriting/translating strategic and/or operational business communication messages to all employees.• Organizing Internal Management events up to 1500 people (mainly top management strategic meetings)• Editorial work/translations for internal newsletters/magazinesMain deliverables: Direct management of highly sensitive communication projects on a wide variety of assignments such as market and business development, change management, process definition and improvement, diversity, innovation, ,process definition and improvement, financials results, cost control and operational excellence, women internal networking (WINC). Show less

  • Internal Communication Account Manager

    Jan 2004 - Jan 2011

  • Communication Specialist

    Jul 2007 - Nov 2010

  • HR Director's Assistant

    Jun 2004 - Aug 2007
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  Proximus

  Nov 2012 - now

  End-to-end Digital Journey (re)design : review of end-to-end process and user experience based on market & UX best practices, data analysis & in co-creation with consumers: - Stepping in every customer interaction with us on our digital platforms (web and apps!) guardian of the consistency along the journey touch points, -Mapping it out both front-end/customer facing & back-end/process wise, visualising as such the barriers & boosters for the customer. - Analytics: collecting all available quantitative data (Adobe Analytics, Hotjar, etc.) to further complete the view, organizing user testing, to further complete your analysis with qualitative data and verbatims.- Cocreation and implementation in a cross-departmental and agile “journey squad”, consisting of web development, UX, customer operations, digital sales, marketing & product management.-Orchestrating the needed development for implementation.-Measuring : Post-launch follow-up after journey landing, by analyzing journeys’ performance and proposing corrective actions where needed aiming at maximizing transformation & impact on customer NPS. Overall accountable for the design of the Digital assistant (chat and voice) and the proposed solution. -Design the personality, branding and TOV of the Digital assistant-Build and maintain the DA Roadmap-Design ‘micro journeys’ (use cases) to feed & scale up Show less Communication and change specialist for the Customer Centricity programme , Strategic Transformation programme: coordination of change adoption of the new brand attitudes, first draft towards building a learning organization , coordination of Customer centricity and Simplicity internal communication campaign, focus on sense of purposeSep 2014-August 2015 : HR and Change communication specialist: coordination of frontline Inception gathering adoption of frontline brand behaviours, Corporate values, Change for the Customer centricity programme Show less

  • Product Owner Sales Efficiency & Fiber CX Onboarding | Get Battleground owner

    Nov 2022 - now

  • SME Fiber Onboarding Product owner

    Mar 2022 - now

  • 🔂 Agile Product owner & Marketing manager focusing on Small Enterprises Servicing

    Feb 2021 - Mar 2022

  • 📐Service designer🧠Behavioral design🤖Bot empathy trainer (PO)👣DT coach📍Journey mapping

    Jul 2020 - Feb 2021

  • Digital Journey Redesign Manager

    Oct 2018 - Jul 2020

  • Marketing specialist-Consumer Journeys & Experiences -CMS

    Apr 2017 - Sept 2018

  • Marketing specialist , Servicing , CUD

    Jan 2016 - Mar 2017

  • Change Management Specialist

    Sept 2014 - Dec 2015

  • Coordination of Flex-Digital Work place project (NWOW)

    Nov 2012 - Sept 2014
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  Ecole du jet d'encre

  Jul 2014 - Apr 2015

  Animatrice journal créatif ®

  L’ École le jet d’Ancre inc. a été fondée en 2004 pour répondre à la demande de formation sur la méthode du Journal Créatif ®. Sa fondatrice, l’art-thérapeute et auteure Anne-Marie Jobin, enseigne et perfectionne cette méthode depuis 1998. L''École a pour mission de promouvoir et de développer cet outil de développement personnel simple et pratique, offrant des ateliers tous publics ainsi que des formations pour les professionnels qui souhaitent utiliser la méthode dans leur travail, et ce tant au Canada qu’en Europe.La méthode du Journal Créatif ® est une approche dynamique du journal intime fondée sur une combinaison des forces de l''art-thérapie et de différents outils de développement de la créativité. Combinant écriture, dessin et collage de façon originale et novatrice, elle comporte une multitude de techniques qui peuvent être utilisées de diverses façons, selon les envies et les objectifs de chacun. C’est un outil concret et flexible, facile à utiliser et accessible à tous. Voyez la page Journal Créatif pour tous les détails. Show less