Jing chen

- Build and lead the team in charge of operational activities including customer care, claim, fraud, customer knowledge (KYC) - Deploy customer processes and tools, such as Salesforce to bolster the strategy - Establish a customer-centric vision in collaboration with stakeholders, promote customer insight and perspectives to enhance products

FDJ Services is a start-up created by Française des Jeux. It is a payments institution authorized by ACPR since 2021. - Design end-to-end customer journeys for business offers across web, mobile, and point of sale channels, ensure the delivery, collaborating with legal, IT, marketing, sales, compliance managers - Manager a team of product owner, design and technique vendors.

Second member in Accelerate Business Unit Payment and services, which is created in 2019 as one of 6 axes strategies of FDJ, in order to diversify business offers. Product management : define products roadmap ; create a service transaction platform and integrate key clients (Direction Générale de la Finance Publique, WestUnion) ; present product vision and insure the implementation in commercial, financial, data domain. Project management : Form partner integration process, and reduce largely the time-to-market (entreprise yearly strategy project) Business development : present products to perspective clients, define the technical offer Operations & maintenance

-Initialize of a B2C ecosystem: global referential for 70k retail points worldwide and 2M customers by 2021 (cross-business) -Create dashboards driving business strategies, in cooperation with Data Scientists -Help business to perform valuation of data, through partnerships with external companies -Manage 3 IT teams from different vendors, collaborate with more than 20 teams

During the past 3 years, I have been in charge of 10 different digital products, most of them are B2B website for Total Marketing & Service; supported by 3 consultants and a team of 10 IT developers. Teamwork and cross-functional cooperation strongly required. Take DocOnline as a digital product example. It has been deployed in around 40 affiliates/entities around the world, used by more than 10000 clients, gives access of more than 2 millions documents per year to our customers. - Definition of roadmap, pricing, budget control - Communication and promotion of products - Product evolution project management - Product availability and performance control