Aurélien Graux
Customer Experience Specialist @OVHcloud
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WORK HISTORY
Customer Experience Specialist @OVHcloud
FR
Lead UX improvements for Public Cloud, Dedicated Servers, and Data Platform (PaaS/SaaS), optimizing user journeys for ordering, authentication, and customer conversions.Conducted a major user journey optimization project on Data Platform (PaaS/SaaS), including the redesign of authentication methods and integration of new onboarding flows.Worked on Customer Effort Score (CES) analysis on AI endpoints, identifying friction points and proposing AI-powered enhancements to improve user satisfaction.Developed AI-driven insights dashboards to track behavioral analytics and customer configuration patterns, improving data-driven decision-making and increasing conversion rates.Managed competitor benchmarking and strategic analysis, presenting insights and recommendations to the Executive Committee (COMEX) on the entire customer journey across multiple product lines.Designed and implemented predictive analytics models to anticipate user needs and enhance recommendation mechanisms for cloud services.Improved website navigation, purchasing flows, and customer onboarding to boost sales and engagement, specifically for Dedicated Servers and Public Cloud solutions.Developed SEO strategies to enhance organic visibility and optimize international customer engagement.Engaged with cross-functional teams (product, legal, marketing, and design) to align UX improvements with business goals.Key Achievements:Enhanced authentication and onboarding flows on Data Platform (PaaS/SaaS), reducing friction and improving adoption.Provided a comprehensive customer journey analysis and competitive benchmarking for COMEX, driving strategic product enhancements.Developed automated analysis of customer feedback, using AI models to categorize pain points and drive iterative product improvements.Contributed to the deployment of 150+ Local Zones, ensuring seamless UX integration across multiple regions.
EDUCATION
iaelyon School of Management
Bachelor's degree, Management
Emlyon Business School
Master of Science - MS, Entrepreneurship & Innovation Management
Blaise Pascal High School
Baccalauréat, Scientific specialization
Université Lumière Lyon 2
Master 1 Monnaie Banque Finance Assurance, Finance et services de gestion financière
École des sciences de la gestion (ESG UQAM)
Maîtrise en sciences de la gestion - gestion internationale, Affaires / gestion, général
ABOUT AURÉLIEN GRAUX
Experienced Customer Experience Specialist with a passion for optimizing digital journeys through Data, Cloud, and AI solutions.I specialize in enhancing user experiences within tech and cloud environments by combining data-driven insights, automation, and agile methodologies. My focus is on improving the end-to-end customer journey, from onboarding to long-term retention, ensuring seamless adoption of cloud solutions.Key strengths include: • UX Optimization: Enhancing usability and accessibility across digital platforms (web & mobile). • Data & Insights: Leveraging qualitative and quantitative data to identify friction points and drive user-centric improvements. • Cloud & Automation: Implementing cloud-based tools and automated workflows to streamline processes. • AI-Powered Content: Integrating AI solutions to optimize content creation and user engagement.I thrive in cross-functional environments, collaborating with product, marketing, and engineering teams to ensure customer satisfaction and business growth.
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