Contributed to PSA Finance's digital transformation by delivering customer-centric digital initiatives designed to modernize the digital ecosystem, improve customer experience and strengthen customer loyalty. Acting as the bridge between business teams, IT and external partners, I coordinated projects that combined technology implementation with customer experience optimisation.
Digital Transformation
Coordinated CRM transformation and CMS migration projects. Managed website evolution and digital platform implementation. Gathered business requirements and translated them into functional specifications. Coordinated UAT and deployment. Managed agencies and software vendors.
Customer Experience & Loyalty
Designed customer engagement initiatives across digital touchpoints. Improved customer journeys using behavioural insights and analytics. Led customer loyalty initiatives aligned with business objectives. Used customer feedback and performance metrics to continuously improve digital experiences. Collaborated with marketing and business teams to increase customer engagement and retention.
Key Contributions & Impact
Helped modernize PSA Finance's digital ecosystem through CRM and CMS transformation initiatives. Improved customer engagement and loyalty by optimising digital customer journeys. Strengthened collaboration between business and technical teams throughout project delivery. Increased the consistency of digital customer experiences across multiple channels. Delivered digital solutions balancing customer needs, business objectives and technical feasibility.
