Charlotte Gitenay

I support the product teams of scale-ups and large groups to maximize the business impact of their user research. Typical missions: - Conducting strategic user research (exploratory and evaluative studies: focus groups, interviews, diary study, user tests, card sorting, etc.) - ResearchOps to systematize and automate user research processes and increase the frequency of studies carried out by Product teams - Training of Product & Design teams in agile research methodologies

Attached to the Proton VPN SaaS product (mobile application, desktop application, web application) : • Management of evaluative research (user testing, concept testing, click testing, copy testing, card sorting) • UX audit and competitive analysis to redesign the registration funnel (+15%) • Automation of research processes (ResearchOps) and upskilling of Product Designers and UX Writers in evaluative research methodologies, enabling to increase the frequency of testing. Cross-functional B2B project: • Conducting exploratory research (desk research, workshops, user interviews and questionnaires) to define and prioritise the B2B features to be integrated into each product. ResearchOps : • Definition, documentation and automation of user research processes to reduce the duration of studies and increase their frequency. UXR training : • Creation of UX and UXR training courses to raise awareness of user-centric methodologies in all areas of the company.

Product Atomic Research • Creation of product roadmaps based on insights gained from user research thanks to the creation of a Product Atomic Research allowing insights to be prioritised by product. • Creation of a Product Request Repository to create and prioritise a user research backlog. GP experience: • Creation and documentation of the GP Customer Journey through user interviews and a questionnaire enabling friction points to be identified and prioritised, and integrated into the Product roadmap. Patient experience: • Feeding the Customer Journey of GP patients through guerilla interviews whose insights were validated by a questionnaire, enabling friction points to be identified and prioritised, and integrated into the product roadmap. ResearchOps : • Setting up practical training courses on user recruitment, defining moderation guides, conducting user interviews and analysing the results. • Optimisation of the number of user searches carried out by the Design and Product teams thanks to the creation and documentation of processes (RGPD, recruitment, templates, tools, training).

• Audit and strategy consulting on digital transformation and positioning projects (B2B & B2C) • In charge of conducting exploratory studies (diary study, user interviews, focus groups, questionnaires, card sorting). • Training our clients' product teams in the various user research methodologies. Clients: Google, Ipsos, Bold Insights, Rexel, Point P, BNP Paribas, L'Occitane en Provence, Jules.

• Creation of the French subsidiary: administrative creation of the subsidiary. • Management: creation and management of a team of 4 sales representatives and recruiters. • Sales prospecting: creation of a sales conversion funnel resulting in the acquisition of more than 25 customers. • Recruitment: reducing our clients' recruitment times by placing over 50 digital profiles (Product Designers, Product Managers, UX Researchers, Product Owners and developers).

• Audit and strategy consulting on digital transformation and positioning projects (B2B & B2C) for a majority of banking and insurance clients, but also retail and tourism. • Working in interdisciplinary teams, we carry out UX audits, UX benchmarks, user interviews, focus groups, user tests, card sorting, questionnaires and co-design workshops.

• Marketing: increased sales by 7% by implementing a repositioning plan offering customers a new experience (queue cutting, VIP experience, purchase tunnel) and proposing new options to monetise more effectively. • Communication: in charge of the theatre's communication plan. • Strategic alliances: development of strategic alliances to raise the profile of the theatre and the plays performed, including event management with the actors.

• Launch and coordination of the upgrading of the Economy and Premium Economy Long-haul cabins (€200 million, Best & Beyond project) • Coordination and management of qualitative and quantitative studies, definition of each stage of the Economy and Premium Economy Long-haul customer journey. • Communication: creation and management of the ‘meals à la carte’ communication plan, resulting in a 20% increase in sales.

• Market research. • Organisation of the Americas Management Conference and Workshops. • Management of the Rendez-Vous En France trade fair for the Andean region. • Tourism engineering with Air France sales teams. • Participation in trade fairs and workshops, sales prospecting.

• Search for strategic partners and action plan (10 partnerships, brands such as Deloitte, Orangina, Nrj radio) and follow-up/management of partners. • Creation of communication material

• Opportunity studies • Prospecting • Development strategy in Australia for Princess Tam-Tam