Alain SCHMITT
I help Corporations, Mid-Cap & SMEs grow, transform, and succeed by putting customers at the core of their culture, processes & practices | CX & VOC strategy & programs | Binding teams.
Salaire / Taux journalier
Paris, France
Freelance, ouvert au CDI
Expertises
À propos
Introduction
Customer centricity brings back purpose, breaks silos, boosts performance and profits ! I help organizations grow, transform and succeed in mergers and acquisitions, by putting the customer at the heart of their culture, processes and practices. 🔷 What I believe Most organizations claim to be customer-focused. In reality, internal processes often take over. Re-centering around the customer creates a virtuous cycle: it restores purpose, unites teams, breaks silos, and naturally guides transformation. By centering on what customers value, companies differentiate and increase their profitability. 🔷 What I bring ✔️ 20 years of experience in customer-centric transformation and CX/VOC programs ✔️ Cross-sector consulting (healthcare, energy, transport), building strategic ecosystems with KOLs, publishers, and scientific societies ✔️ B2B business development, marketing/sales, KAM, and full P&L ownership 🔷 Who I am Curious, intuitive, and analytical with a passion for complex problem-solving and a love for science, innovation, and human dynamics. I build impactful, simplifying, and structured solutions combining creativity with execution. Inspired by my experience in high-level sports, I live by three core values: 🏅 The pursuit of excellence 🤝 The power of teamwork 💪 Resilience Outside work: 🏃♂️🏟️ I am Secretary General of an official Paris 2024 Olympic Games Heritage Initiative called ECROS (European Cultural Route Of Sports) in certification process by the Council of 🇪🇺 🎬 I enjoy writing and creating/editing videos, exploring film, music, and reimagining classic TV intros. Contact me to learn more !
Expérience de travail
Communication Manager Pouyet-Quante
3M
MeadWestvaco
Branch General Manager, Strategic key account manager, Export manager
Marketing & Diversification Manager
Sales & Marketing Director - Intervox Systemes
Legrand
Partner Life science, Utility, Transport
Mercury Consulting
Primary focus on the Medical Technology Sector: Implants manufacturers, Scientific societies, Hospitals -Governance & organization of major events for the AO Foundation: Help set-up AO Spine governance & membership program, Revitalized AOSpine French Chapter & associated curriculum, set up 2 major congresses & sponsorship packages. -Created Editorial Products with Scientific Publishers Symposium & “Live distant” surgical events, Live & e-learning modules on surgical techniques & navigation -Feasibility study to establish a consulting business for Hospitals on DRG / T2A in Europe Customer Intimacy and change management programs in industries: Areva T&D...
Lean and Six Sigma Master Black Belt - Change Management
AREVA T&D
Black and Master Black Belt role assigned to transformational & customer centric initiatives -Alstom Integration: Drive one of the 13 transformation streams defining the new customer centric organization. -Voice of customer project management (Measurement & improvement) targeting 37 Strategic accounts worth 2.7b€ turnover: Deep F2F Interviews, action planning & improvement plan. Lean & 6 sigma Master Black Belt assignments: Support Continuous improvement initiatives of Central functions, System, Service & IT BUs. -Training and coaching the six sigma community at headquarter. -3 years plan elaboration support to the business.
Customer Care Director - Alstom Grid
Alstom
Designed & rolled out “Ambassadors” a change program supporting the “OneGrid” transformation plan: Generate customer loyalty through customer centric process reengineering & practices. 7,500 FTE impacted. Animate the Customer Care governance & network with both Regions and Product lines. Leverage on Salesforce.com® to set-up: -An enhanced team collaboration through digital. -A 360° customer view -A Lean wing to wing complaint management process, organization & tool -Customer satisfaction measurement, Improvement actions process & tools. Integration with GE: Lead the work stream deciding on CX target processes & tools post closure.
Customer Experience Leader - Grid Solutions
GE Vernova
Paris Area, France
Lead Customer Experience (CX) & drive governance: Design, implement common listening, support & issue resolution processes, KPIs, tools and practices leveraging on digital. -Coordinate stakeholders on customer journey mapping & target CX. -Harmonize & cross-fertilize customer related processes & digital tools (Support, NCRs...) -Lead the customer complaint process, network, tool and animate governance up to CEO level -Foster evolution from a multi to an omnichannel customer service approach -Investigate AI Leverage Design & drive the relational and transactional Voice Of Customer initiative worldwide: -Governance, Business Rules, Key moments/Point of Contact choice, survey design -Decide on & implement a unique and automated tool strategy (Salesforce + Qualtrics + Tableau) -Analyze, communicate results and recommendations. -Monitor the improvement actions portfolio at Global, Product Lines & Regions levels for key surveys
Customer Centric Transformation
CX Transformation
I transform organizations by putting customers at the core of culture, processes & practices | Binding teams | C-level Transition manager & advisor to CEOs, CCOs & COOs | CX & VOC strategy & programs. See my Bio.
Formation
INSEEC Grande Ecole
Bachelor of Arts - BA, Business
1985 - 1988
2 ans 11 mois
Résultat : Cum Laude
Activités et associations : Created and run the school « Fanzine », member of Bureau des élèves
MOTOROLA University
Master Black Belt, Six Sigma
OMNES Education
B.A, Business administration
ESSEC Business School
MBA, Business Administration
Licences et certifications
AMBASSADEUR Sports & Biodiversité
Délivré le : avr. 2025
AgilePM® Foundation
Délivré le : mars 2021