Nada Khatiri

Academic think tank founded by INSEEC MSc & Marie-Hélène Caillol, Director of LEAP2040 (European Laboratory of Political Anticipation). The Real-Futur Excellence Hub (PERF) brings together students, faculty, professionals, and companies to anticipate human and technological transformations in the age of artificial intelligence. - Led a strategic collaboration with Renault’s multicultural Design Department, coordinating a cross-functional team and presenting strategic insights to executive leadership on how human-machine collaboration can improve team perception and agility in fast-changing environments. - Designed and facilitated 3 high-impact roundtables and workshops, bringing together over 190 business leaders, researchers, and students to explore the future of human roles in AI-augmented organizations. - Co-authored and disseminated 4 strategic foresight reports, providing actionable insights to academic and industry stakeholders on the ethical, human, and organizational implications of AI. - Led external communication strategy, tripling audience engagement on LinkedIn - Conducted strategic and technological monitoring on emerging AI applications (LLMs, generative AI, conversational agents, etc.), supporting collective upskilling across the community.

Speaker at the monthly academics conferences “The Future of Learning in the Age of Large Language Models (LLMs)”, held as part of the Café du Futur series organized by INSEEC MSc. Represented the student perspective on one of the key challenges in education: How to evaluate and reward meaningful skill and knowledge development in the age of AI. Presented a forward-thinking vision to: - Diversify Evaluation Methods beyond traditional exams. - Create a Culture of Excellence to foster meaningful learning. - Introduce the Evolving Diploma of the Future, recognizing lifelong learning and real-world competencies.

I led a strategic consulting mission for the multicultural Design department of Renault Group, addressing the question: “How can human–machine collaboration enhance teams’ perception and responsiveness in the face of change?” Key responsibilities: - Designed and managed a strategic consulting mission, leading a team of 7 student consultants - Conducted foresight analysis: on-site visits at the Guyancourt Technocentre, interviews with current and former employees, collaborative workshops and Design Cafés - Designed PROTÉE, an AI-powered strategic foresight and collective coordination system to enhance decision-making agility and creativity within the Design department amid fast-paced industry shifts - Delivered strategic recommendations and presented outcomes to Laurens van den Acker (Chief Design Officer), several Design Directors at Renault, and their leadership teams Mission carried out at the intersection of strategy, AI, and design, aiming to strengthen decision-making agility and innovation capacity within the Design department in a complex and rapidly evolving environment.

“What Will the Post-ChatGPT Company Look Like?”, GRDF Internal Conference - Co-designed and facilitated an internal strategic foresight conference in partnership with GRDF to explore the future of work in the AI and post-ChatGPT era. - Served as main speaker, presenting strategic insights and recommendations from the PERF Think Tank on AI adoption, human-machine collaboration, and organizational transformation. - Led an interactive workshop for students, interns, and young professionals, helping amplify their voice in shaping GRDF’s future work environment and youth engagement strategy.

As Project Manager within the Pierre & Vacances Center Parcs Group, I led high-impact initiatives aimed at reimagining the customer journey, enhancing service quality, and embedding a culture of continuous improvement, within a fast-evolving digital transformation environment. Key strategic contributions: - Customer experience optimization across web, app, and CRM: +27% online bookings, -35% inbound service calls, and +€X million in revenue. - Management of 4 international sales teams (France, Morocco, Spain, UK) improving NPS (+6 points), conversion rate (+24%), and generating +€X million through targeted coaching and quality programs. - Benchmarking and deployment of a SaaS ticketing solution (Ariane): user needs analysis, stakeholder coordination, functional testing, change management, and operational team training. - Business team enablement, supporting the reduction of low-value tasks and process automation to refocus teams on high-value activities. - Production of 2 strategic reports and monthly executive dashboards (KPIs, OKRs, PPTs) to support data-driven decision-making and continuous improvement. - Agile project management: planning (Gantt, KPIs, OKRs), roadmap management in Scrum/Kanban environments, cross-functional coordination (UX, IT, business). Deployment of Lean methodologies (5S, PDCA, Kaizen) for process redesign and operational excellence. - Leadership of 2 quality and coaching programs, contributing to winning the “Customer Service of the Year” award in 2024 and 2025 (🥇1st place, Tourism category – Pierre & Vacances). 📣 Internal Engagement & Employee Experience: Actively contributed to the Happy@Work CCC program, leading internal events strategy. Designed and delivered team-building and wellness initiatives (afterworks, dance sessions, massage workshops, etc.), fostering stronger cohesion and employee engagement.

Identified a key gap in the customer experience and led a full-scale digital transformation project using AI. Collaborated with business, IT, and UX teams to automate customer pain point detection and improve conversion across digital channels. Key contributions: - Handled 3,600 inbound sales calls in 3 months, ranked #2 top seller, generating nearly €200,000 in revenue. - Optimized customer journeys by redesigning digital scripts and FAQs, resulting in a +15% increase in online bookings and a -20% reduction in customer service calls. - Designed and deployed a comprehensive friction point detection system, including data mapping, structuring of data flows, and critical customer cases identification. - Deployed an AI-powered solution with Batvoice to automate real-time analysis of customer pain points from service calls, enabling corrective actions and digital journey optimization. - Led cross-functional coordination between business teams, UX designers, and developers: gathering user requirements, managing the Agile roadmap, and aligning deliverables. - Produced strategic reports (KPIs, customer insights, pain points) for executive steering committees to support data-driven decision-making. - Managed multichannel complaint handling (email, social media) and wrote response scripts to ensure fast, consistent customer service. - Proactively managed project risks, implementing mitigation strategies to secure deployment phases and ensure project continuity. - Coached and monitored customer service teams, led continuous improvement sessions, directly contributing to winning the “Customer Service of the Year 2023” award (Center Parcs – 🎖️1st Place, Tourism Category). 📣 Collective Engagement: Active member of the Happy@Work CCC program, leading internal wellness and team-building initiatives such as afterworks, wellness workshops, and team events to strengthen engagement, team cohesion and workplace satisfaction.

Delivered high-end service and operational coordination in a high-pressure, premium hospitality environment, supporting VIP clients. This role sharpened my ability to operate with excellence under pressure, maintain a client-first mindset, and lead with emotional intelligence. Key contributions: - Provided personalized, premium-level client support, ensuring service excellence and seamless experiences for a diverse portfolio of VIP and international guests. - Coordinated in-field operations with a 20-person frontline team, fostering collaboration, clear communication, and agile prioritization in dynamic, fast-paced settings. - Strengthened core soft skills essential to leadership: team spirit, attention to detail, resilience under pressure, and advanced interpersonal intelligence.

Lead a high-visibility operations hub at Viva Technology, one of Europe’s largest tech events, I was responsible for managing guest flow and ensuring premium service delivery in a fast-paced, multicultural, and high-stakes environment. This role allowed me to demonstrate agile leadership, real-time decision-making, and stakeholder-facing professionalism under pressure. Key contributions: - Led and coordinated on-site operations teams, conducted briefings, assigned responsibilities, supported autonomy, and managed urgent situations in real time. - Welcomed and supported the public, international speakers, and strategic partners with precision, active listening, and a commitment to delivering high-touch experiences. - Acted as a representative of the organization toward high-level stakeholders, displaying professionalism, cultural agility and advanced relational intelligence. - Managed live guest flow - Contributed to the overall visitor experience by embodying the event’s values of innovation, hospitality, and operational excellence.