Hello, I'm Lucie C.
As a passionate advocate of customer centricity, I have spent nearly 20 years building deep customer understanding with a balanced background in both research institutes and corporate environments. I currently operate in an international B2B/B2C setting where I design, lead, and enhance strategic customer insight initiatives, Voice of the Customer systems, and Customer Experience programs.
Details
- Professional CategoryBrand, Marketing & Communications
- Location
- Years of Relevant Experience20+ years
- Seniority LevelDirector
- Consulting Rate (Hourly)160
Headline
Global Head of Marketing Research / CX Research, CCXP
Experience
Global Head of Marketing Research
Relevant/Notable employerPageGroupSeptember 2013 - June 2025 • Led global strategic research initiatives: customer satisfaction, brand awareness, barometers…
• Designed and rolled out the Global Satisfaction Program (VoC) as Global Product Owner; foundation of the NPS 2030 strategy
KPIs: B2C – 65,000 responses/year, NPS +4 pts; B2B – 8,000 responses/year, NPS +5 pts
• Developed a Data-Driven Content Strategy (#CandidatePulse)
KPIs: 70,000 responses in 2024
• Defined research scope, methodology, and analysis to deliver strategic recommendations
• Provided strategic consulting to marketing, sales, product & HR teams
• Drove continuous innovation in research methodologies, tools, and data sources
Senior Marketing Research Manager
Directpanel / Institut CSADecember 2007 - August 2012 • Managed panels and multi-method studies: satisfaction, image, concept testing, usage studies
• Conducted B2B & B2C research in sectors such as services, transportation, tourism, ...
• Delivered strategic insights and actionable recommendations
Marketing Research Manager
100% SatisfactionOctober 2004 - November 2007 • Implemented VoC programs, satisfaction barometers, and surveys
• Oversaw mystery shopping initiatives
• Conducted customer experience analysis for service and retail sectors
Intern Marketing Research - Global services
ACNielsenDecember 2002 - June 2003 • Monitored FMCG brand distribution and performance
• Participated in international panel tracking projects
Industry
- Consumer Services
- Professional Services
Specific Jurisdictions That I'm Qualified In or Can Cover
France: Île-de-France
Language(s)
- English
- French
Professional Membership / Certification
CCXP
I am interested in
- Career Opportunities