Profile
Consumer Services
Professional Services
Transportation, Logistics, Supply Chain and Storage
Financial Services
Active

Lucie C

Global Head of Marketing Research / CX Research, CCXP

About Me

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.

Jurisdiction

France

Notable Employer

  • Global Head of Marketing Research at PageGroup

Experience

Seniority LevelDirector
Years of Experience20+ years
Current StatusActive
Global Head of Marketing ResearchNotable
2013 - 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
2007 - 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
2004 - 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
2002 - 2003

• Monitored FMCG brand distribution and performance • Participated in international panel tracking projects

Education

Masters of International businessEcole de Management de Normandie
1999 - 2003
Masters of Retail managementGlamorgan University
2001 - 2002

Certification

Total Certifications2

CCXP

CXPA

2025

Credential ID: 000-3836

CXS

CX University

2025

Skills

Core skills0
Languages2

Languages

English
French