Hélène Barilley

– Managed and grew a $xxM ARR portfolio of strategic enterprise accounts, driving renewals, expansions and long-term customer value. – Worked with CAC40 clients in complex global environments, aligning internal teams around customer retention and growth priorities. – Recognised as Best International CSM for two consecutive years.

– Designed and implemented a Voice of Customer programme from the ground up, including feedback strategy, tooling and closed-loop improvement processes to increase retention and reduce churn. – Identified and prioritised customer journey improvements across onboarding, support, communications and product experience. – Led research using quantitative and qualitative methods to develop personas, clarify product-market fit and inform roadmap decisions. – Led a small team and supported their development.

– Built and led the customer experience programme, including governance, board KPIs and CX roadmap. – Set up and ran Voice of Customer activity across provider selection, survey design, closed-loop processes and continuous improvement. – Improved customer journey design and supported culture change through company-wide CX initiatives and a cross-functional community.

– Delivered digital transformation projects for external clients in insurance, banking and financial services. – Developed new banking products through personas, journey mapping, prototyping, user testing and go-to-market preparation. – Coached Product Owners and business teams to adopt a more user-centric approach. – Acted as PMO for a global digital transformation programme, including gap analysis, dashboarding and decision support.