Closing the loop between what customers say and what the organisation changes, and automating the regulated part of it.
ENGIE Italia · Digital Technologies Lead (survey), then customer operations perimeter (claims, after-sales) · 08/2025 – 09/2026 (claims and after-sales); survey delivered in the previous role
Most companies collect feedback and few act on it. The gap is structural: satisfaction data sits in one system, claims in another, and no process converts either into a backlog item with a named owner. Claims handling in particular, regulated and deadline-bound, was still largely manual case work.
Two distinct contributions in two roles: implementation of the customer survey and its feedback process, delivered as Digital Technologies Lead; then claims and after-sales automation under the customer operations perimeter.
Design and implementation of the customer survey and the process routing its output to named owners, claims automation across two delivery waves, after-sales service model for the retail and door-to-door channels. Speech analytics and public review management belong to the same feedback programme but were run outside this contribution.
Customer operations and contact centre, quality, marketing and communication, regulatory affairs, IT & Digital delivery, BPO partners.
Salesforce Marketing Cloud for customer communications and survey delivery, Salesforce case management, workflow automation, reporting.
A survey process with defined ownership of the resulting actions rather than a score reported and filed, and claims handling moved from manual case work to automated workflows.