About

Global Business Insights Analyst

Nestlé Nespresso HQ / Sep 2023 - Dec 2024 (mission)

My goal was to build analytics products and provide insights to various CRM, E-commerce, Digital Products and business stakeholders from HQ and markets to increase customer experience, discover growth opportunities and drive operational efficiencies.

Some of my tasks were :

Gather requirements from various stakeholders and translate them into concrete & useful solutions
Define & implement the whole data strategy for the new "Nespresso Smart" app
Collaborate in data collection / integration / modelling projects and act as expert for E-Commerce data (Google Analytics 4)
Design, build and deploy analytics products (advanced analysis, data models, interactive dashboards and methodologies) using SQL, Snowflake, BigQuery, Google Analytics, Knime and PowerBI
Optimize ways of working (workspaces, workflows)
Collaborate and share best practices with other analysts

Technologies / Tools : SharePoint, Jira, Confluence, SQL, Snowflake, BigQuery, Google Analytics 4, Knime, PowerBI, Looker Studio, Excel

Digital Project Manager

Smile Suisse / Nov 2022 - Jan 2023

My goal was to manage end-to-end Business Apps (CRM) and Digital Marketing (SMO/SEA/Web Analytics) projects for various local and international companies, including Nespresso.

Some of my tasks were :

Pre-sales preparation and presentation to existing and new customers of the agency
Requirements analysis & solution design
Cost estimation
Ressources planning (IT engineers, digital marketing specialists)
Budget, time & quality follow-up
Technical expertise for Web Analytics projects (Google Analytics 4, Google Tag Manager & Looker studio)

Global CRC Digital Analyst

Nestlé Nespresso HQ / Jul 2020 - Dec 2022 (mission)

My goal was to manage Digital Customer Relationship Center (CRC) activities and development worldwide (500+ users in 40+ countries). It includes all digital communication channels such as Livechat, Emails, Instant Messaging (WhatsApp, Messenger, Line), Chatbot and VideoChat.

Digital CRC operations :

Constantly monitor digital CRC performances globally and suggest corrective actions : Nb of cases treated, Average case handling time (AHT), Customer satisfaction (CSAT), First contact resolution (FCR)
Discover efficiency opportunities through data analysis (commercial performance, omnichannel communication strategies)
Provide quarterly performance updates to various stakeholders such as Zone Heads (part of Nespresso Board of Directors) and local CRC Managers
Design and create analysis and studies for all CRC activities (email, live chat, instant messaging and others features)

Digital CRC tools and community :

Lead the digital CRC community : (+500 users in 40+ countries) : prepare and animate monthly meetings, onboarding trainings, best practices sharing, coaching session)
Manage CRM tool enhancement (requirements analysis, testing, go/no-go, market adoption, documentation & training)
Track and accelerate developments adoption and roll-out across Nespresso markets
Participate in cross-functional projects with CRM, E-Commerce, and After-sales teams to enhance customer experience, drive operational efficiencies and explore growth opportunities

Work experience

Education

Master of Science (MSc) in Information Systems Management

Haute école de Suisse Occidentale (HES-SO) / 2020 - 2023

Master thesis : « Data Valorization in SMEs ». Grade : 5.5 / 6

Content of the program :

Business Analysis
Business Intelligence & Machine Learning
Research methods, mathematics & statistics
IT Project management (Agile, Scrum, SAFe)
Data valorization (data visualization, open data, data integration, data products)
IT Governance (ITIL, TOGAF)
E-Business (E-commerce & Digital Marketing)
Innovation management
ESG : environmental, social and governance (consulting mission for a medium-size company of Lausanne area ; audit & advisory to get the B-Corp certification)