What I offer
Customer journey design
I guide early-stage startups (pre-seed /seed) to map out their service offering with their end-customer in mind. This includes key touch points identification, data collection and management, understanding of potential attrition risks and development of retention strategies to ensure growth.
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Customer experience design
I help early-stage tech startups (pre-seed to series A) design a comprehensive customer experience that scales overtime. This covers product awareness, onboarding and customer interactions. I advise on supporting communications and cultural nuances to support international expansion.
International expansion
I support European startups plan for their international expansion (in another EU country and / or to the US) by navigating the regulatory environment and selecting the right framework to establish a sustainable presence. I also advise them on cultural fit to build for lasting success.
Experiences
Consultant at Accenture - (travel industry and loyalty programs)
Built the first loyalty program for a large European railway service;
Integrated travel as part of the offering of a European theme park;
Created a retention program for a large Energy provider as part of the CRM practice.
Strategy consultant at McKinsey
Optimisation of a bank's international network;
reorganisation of a bank middle market services in France.
Change management leader at Wells Fargo
In San Francisco, from 2006-2008, designed and rolled out a communication methodology for the bank (retail, wholesale, wealth management), training directly over 800 people through bespoke workshops. Reached over 30millions customers.
Merger integration at Wells Fargo
In San Francisco, from 2008-2010, advised heads of Commercial Banking, Corporate Banking and Government Banking on the merger between Wachovia and Wells Fargo; designed target operating models and new strategies for these business units.
Strategy & Planning director at Wells Fargo
Opened a new office in the UK for the Corporate Banking Energy group; launched a new business in Europe for the FIG group; created new legal entities to support a large pan-European acquisition; spearheaded the Brexit plan including obtention of an IB license and opening of an office in France.
Head of EMEA startups accelerator for Wells Fargo
Identified and introduced early stage European based startups focused on entreprise type services to Wells Fargo US businesses for POC and investments.
