HEAD OF CX
DESIGN LEADERSHIP AND ADVISORY
BUILDING THE BEST TEAMMATE EXPERIENCE
Overview
Commissioned by Executive Management to streamline and harmonize the global Employee Experience (EX).
The mission was to transform a high-level managerial intuition into a concrete, structured, and measurable design strategy within a complex human and technological landscape.
Scope & people management
Initial direct management of 3 UX Researchers and 1 communication apprentice.
Scale-up phase (REM up) with the onboarding and leadership of up to 10 designers.
Scale-down phase (REM down) with a reduced setup of 1 researcher and 1 product design contractor, while maintaining strategic continuity and impact.
Key challenges & responsibilities
Partnering with Product Managers across internal products to align historically siloed user flows into a shared, end-to-end experience vision.
Defining and embedding experience and process standards to unify identical journeys handled differently by disconnected teams, reducing inconsistency and organizational debt.
Driving user research to surface a typical employee day, identifying friction points, duplication and experience breaks across tools and teams.
Designing a global employee experience blueprint acting as a strategic reference to:
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​map journeys and touchpoints,
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integrate and prioritize existing user flows,
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support long-term product, design and organizational decisions.
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Leveraging the Jobs To Be Done framework to:
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​identify high-impact initiatives,
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assess their maturity level,
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prioritize work based on employee value and delivery complexity.
Evangelizing an experience-led, standards-driven mindset across product teams and stakeholders.
Impacts & outcomes
Employee CSAT increased from 4.7/10 to 7.2/10 within 3 years.
5% reduction in global helpdesk churn, with 100% success rates achieved on key journeys such as onboarding for selected internal tools.
By leveraging the Jobs To Be Done framework, over €1M in cost savings were achieved by identifying low-maturity initiatives where investment levels were misaligned.

→ Prevented unnecessary spend and reallocated resources more effectively toward high-impact employee experience initiatives.
Sustainable shift from fragmented tools and processes to a holistic, value-driven and standardized employee experience model, resilient to organizational change.
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DESIGN LEADERSHIP AND ADVISORY
PRODUCT & PLATFORM STRATEGY
Shifted the design organization from isolated, parallel teams to a scalable internal agency model, improving synergy and delivery velocity.
Lead & OPS Design
Octopia was created in 2021 as a subsidiary of Cdiscount, offering marketplace solutions to e-tailers, and drawing on the experience of the French e-commerce leader. We have developed unique assets specifically for the B2B market: technical foundations, expertise as a marketplace operator, an ecosystem of qualified sellers and a turnkey fulfillment solution.