HEAD OF CX
DESIGN LEADERSHIP AND ADVISORY
Transform four historically independent products into a unique coherent platform
Overview
Joined Skeepers in the context of a merger and acquisition involving four competing companies, with the mission of redesigning the design organization and product experience to create a unified offering covering the entire consumer review market.
The primary objective was to transform four historically independent products into a coherent platform, supported by a shared brand identity, unified user journeys, and a scalable design organization.
Scope & people management
Initial management of 4 designers, each dedicated to a single product.
Organizational transformation toward a multi-product operating model, where designers contribute across an entire product ecosystem.
Transition from a parallel, siloed model to an internal agency model.
Scale-up of the team to 12 people, including designers and front-end developers, to strengthen execution, collaboration, and product consistency.
Key challenges & responsibilities
Product fusion & experience unification
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Lead the UX fusion of four products originating from competing entities, under a new shared brand identity.
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Unified journey patterns, key interactions, and usage logic to deliver a consistent, end-to-end experienceacross the platform.
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Reworked historically techno-centered journey architectures, shifting toward user-centered, cross-product continuity.
Design transformation & Design Ops
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Complete redesign of the design ways of working, adapted to a merger context and rapid scaling.
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Definition and rollout of design standards, principles, and shared rules, enabling:
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journey consistency,
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increased UX maturity,
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stronger collaboration with product and engineering teams.
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Implementation of an internal agency–like operating model, encouraging expertise pooling and value-driven prioritization.
Impacts & outcomes
Experience maturity & quality
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User journeys evolved from F-Level (technology-centered) to D-Level, reflecting a reclaimed ownership of the user experience across the platform.
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UMUX score increased from 55/100 to 69/100 within one year.
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Systemic journey score improved from 11.5/20 to 13.5/20, highlighting stronger global coherence and a more transversal experience vision.
Business performance & retention
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4% churn reduction, driven by:
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clearer and more readable experiences,
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unified user journeys,
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increased consistency across merged products.
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NEXT UP
#E-COMMERCE
DESIGN LEADERSHIP AND ADVISORY
PRODUCT & PLATFORM STRATEGY
Deeply rethink both customer and employee service experiences, while controlling transformation costs within an extremely fragmented product ecosystem.
Lead & OPS Design
Société française du radiotéléphone, or SFR, is a French telecommunications operator founded on November 18, 1987.
Now a subsidiary of Patrick Drahi's Altice France group, SFR is chronologically the second of France's four private national telephone operators.