CX Program Lead (m/w/d), Saint-Ouen

We are a strong global community connected by shared values, varied experiences, and a common goal — to grow with purpose. Our People Attributes reflect the values we live by and the mindset we bring to every challenge, every day.

We truly care for our employees, their individual needs, and their aspirations. We are a thriving community of thinkers, innovators, and individuals who share our purpose: We secure our future.

Tasks

Initiative Ownership — From Scoping to Go-Live

• Define and document the requirements behind each initiative, translating business needs into work that technical teams can pick up and deliver
• Own the coordination of each initiative across the systems and teams it touches, keeping scope, dependencies, and timing under control from initial scoping through to go-live
• Open and follow the relevant tickets with internal IT and external providers, track progress, and carry out the technical acceptance of the delivered work before it goes live

Governance & Roadmap Contribution

• Gather delivery estimates from technical teams and bring them into the governance roadmap, contributing to how development effort is planned and prioritised
• Structure the ticket management process — turning the way work is handed to technical teams into a clear and consistent flow, from how a ticket is opened and documented to how progress and acceptance are tracked
• Consolidate the demand-to-delivery flow so that initiatives move from request to go-live along a predictable path, with estimates and priorities feeding the governance roadmap on a defined cadence
• Stakeholder Engagement & Line of Business Partnership
• Act as the point of contact for the Lines of Business on your initiatives: collect requirements, assess feasibility, and manage expectations on what can be delivered and when
• Build strong relationships with Lines of Business, becoming a trusted contact who can anticipate needs, assess feasibility early, and shape demand before it reaches formal engagement
• Engage directly with senior internal stakeholders across Group, Regional, and Local levels, as well as external consultants and business partnerships

Analysis, Documentation & Standards

• Run ad hoc analysis when a question needs answering, including light scripting to interrogate data or test an assumption
• Organise the analysis of VoC trigger logic in preparation for the future architecture, building a clear picture of how triggers work today so they can be carried into the target platform cleanly
• Maintain the shared documentation and standards that keep implementations consistent, jointly with the second Global Program Lead

Profile

Experience & Education

• Master's Degree in a relevant field such as Business, Computer Science, Digital Marketing, Product Management, or a related discipline
• Proven experience in CX management or customer service improvement roles, with responsibility for customer journey design, satisfaction tracking, and experience optimisation
• Experience managing customer feedback mechanisms, including VoC programs
• Strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements
• Experience working with multiple business units or Lines of Business to ensure alignment, particularly in large organisations
• Proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives
• Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and customer analytics
• Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage