Head of Customer Experience & Design Office | Responsable Expérience Client & Design Office (h/f) 80-100%
Groupe Mutuel
Job Summary
This senior leadership position requires you to champion the company's global CX and Design Office strategic vision. You will be responsible for structuring and leading a high-performing, multidisciplinary CX and Design organization, ensuring alignment across stakeholders (Marketing, Digital, IT, Data) to meet both user and business needs. A core function is developing and evolving design systems, UX/UI guidelines, and accessibility standards to guarantee a consistent, modern, and inclusive experience across all channels. Leveraging your expertise, you will deploy the company’s CX framework (governance, methodologies, tools) and establish a comprehensive measurement system (VoC, NPS, CES, ROI CX) to prioritize investments and demonstrate measurable value. Furthermore, you will drive the cultural transformation toward a customer-centric and design-led organization, acting as the voice of the client among leadership to influence strategic decisions.
Required Skills
Education
Not specified
Experience
- Significant experience (ideally min. 5 years) in directing or piloting CX & Design initiatives, including projects with high strategic visibility
- Successful track record of managing multidisciplinary teams and inspiring cross-functional collaboration to embed CX culture
- Mastery of complex and cross-functional project management, ensuring measurable business impact and value
- Proven expertise in implementing or evolving CX and/or Design Office frameworks, measurement systems, or multi-stakeholder governance
- Experience in a digital-first, data-driven, or omni-channel context is a major asset
Languages
Additional
- Requires a high degree of communication skills adapted to all stakeholders; Must embody customer orientation and design-led culture; Workload is 80-100%