Hamza T.

Customer Experience Strategy Analyst @Bridgestone EMEA

Paris, FR

Digital Transformation (AI-powered ticketing tool): Designed and implemented a POC to streamline customer request handling. This included mapping the end-to-end claims workflow, impact assessment, definition of the transformation plan, user-experience optimisation through UX studies and developing an automated reporting system in collaboration with Salesforce teams to enhance data visibility and decision making.Definition and monitoring of the change management plan (roadmap, communication plan, learning design, training delivery, performance audits)Digital customer and employee research : Conducted 360° customer & employee data studies, quantitative and qualitative responses), including interviews and focus groups to improve digital products, with analysis and insights delivered to the Executive Committee.Led cross-functional initiatives (Sales, HR, Finance) to promote a tech-driven, customer-centric culture through collective intelligence and collaborative design.Customer Journey Definition: Mapping key touchpoints and conducting comparative performance analysis against competitors.Customer 360 Reporting: Designed and optimized a Power BI dashboard to monitor customer satisfaction.UX Marketing Research (E-commerce): Planned and conducted interviews, usability tests, and quantitative studies; analyzed feedback and delivered actionable insights.Strategic Recommendations: Developed and implemented action plans in collaboration with stakeholders, including KPIs, targeting strategies, and performance audits.

Universiapolis - International University of Agadir

Bachelor of Business Administration - BBA

ESG

Master's degree, Global & Digital Marketing

SKEMA Business School

Master of Science, Data Marketing & E-commerce