Structured & Managed the team to facilitate cross-functional collaboration and transition from a reactive agency mode to an integrated Product Design strategy
[2022-2024]

My role As a Head of UX was to support the Head of Global Design in leveling up the design team, accelerating Design Culture awareness at OVHcloud, beeing responsible for creating high quality experiences across all the customer’s touchpoints . This position required close collaboration with with remote teams based in France ( UX and UI) and (Creative Design).

(Unexpected) Challenges 

• To deal with a low maturity level in Design: a mid-sized business may employ several designers (16), but their work can be carried out in a reactive operational mode while the understanding of Design Impact is nearly non-existent among their peers.
  → I initiated Design & Ux fundamentals training from scratch (like for a team of one) and created communication opportunities for the team

• To break sillos at EVERY levels: between the designers themselves (UX and UI), with other teams (Developpers, Product Owners,  Product Managers, Product Marketing Managers), between CxOs
  →I organized presentations and workshops (with CTO, CIO, CMO, CSO, CPO) utilizing Design Thinking and lean product management tools, to foster a user-centric culture, align User Experience priorities, and ensure consistency in customer journeys through roadmap alignment.

• To go through many organizational and structural changes all year long including budget cuts (resources and tools), travel freezes, key personnel resignations, CxOs' removal, and organizational remodeling
  →I particularly focused on the Design team's growth and on DesignOps roadmap and tasks to ensure my teammates' loyalty and well-being.

Jobs done:

STRUCTURE & PROCESS / COMMUNICATION / TEAM TRAINING / CONTINOUS IMPROVEMENT / SYNERGIES

• Assessment of Design & UX maturity among the team, top management, and peers, as well as the development of an action plan related to a UX team, depending on Marketing governance

• Translation of the strategic roadmap and its operational application for the UX team and linking the Marketing roadmap (business and acquisition focus) with the Products roadmap (user retention focus) 
• Acculturation "lightening speech" and trainings cross-functional teams and their management about Ux, User testing, UX state of the arts worldwide, Usability standards, 
• Animated team's rituals and best practice sharing on a week basis
• Synergies creations: 
  • with Devrels team to collect User Feedback, 
  • with Sales and Presale team to collect Customers feedback and understand the Awareness and Acquisition and Revenue mechanisms, 
  • with the Data team to highlight how UX research and qualitative data can secure decision making
  • with the Support and Voice of Customer team to distinguish current customer's request from prospects and users' feedback

Outcomes and results:

• DesignOps : Accelerate the Product Design team integration among the SAFe teams and Value trains (working with the Agile Coachs and trainers)
• User/clients centric Culture: Raised Ux awareness among the business departments
• Performance: Improved both of the UX & CX through revamped user journey's and acquisition funnels (bounce rate reduction + cross-sell and upsell growth + NPS increase)