United Kingdom

Generalist Product Management

Service Design

Customer Experience (CX)

UX Research

Manon Clech

Product Lead

Usability Testing

Product analytics

Product strategy

Problem-solving

Time management

Critical-thinking

Empathy

Organisation skills

Presentation skills

Stakeholder management

Market research

User research

Product roadmap

UserTesting

Asana

ChatGPT

Hotjar

HubSpot

Jira

Maze

Miro

Confluence

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Navigating micro-aggression, getting paid what you are worth and finding a community.

Being a woman in tech

Understanding factors that lead to a motivated team - recognition, communication and more.

Keeping team members motivated

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

How to ask for a promotion and negotiate for salary raise?

Negotiating a job offer

How to think about design career paths and what progression looks like for designers?

Design career path

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Learn the best ways to answer technical interview questions with frameworks

Acing technical interview questions

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

Tips on how to work and collaborate with designers.

Working with designers

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

Explore different generative and evaluative research techniques. User research synthesis and presentation.

Conducting good user research

How to set up product analytics and metrics to track success?

Leveraging Product Analytics

How to create personas, and leverage them in design.

Creating and leveraging user personas

How to conduct interviews, what to ask, and how to analyze your results? (eg. user interview)

Conducting effective customer interviews

Doctolib is the leading ehealth company in Europe.
We have had 2 missions since day one:
- make our healthcare systems more human, efficient and connected;
- build a company of several thousand people sharing the same humanist values.

Scope and responsibilities:
• Developed and managed direct reports in France, Italy and Germany in both hard skills, mainly qualitative and soft skills, e.g. stakeholder management, insights storytelling.

• Hired user researchers and participated in the team increasing by +20%.

• Identified research needs according to main stakeholders needs and roadmaps (PM, strategy, design) with an obsession for a good balance between user impact and business impact.

• Transformed stakeholders relationship and user research positioning by leveraging 360° user knowledge, being proactive on research roadmaps (e.g. generative research) and making all my team member an actor of the ideation activities to be part of the decision making.

Scope and responsibilities:

• Responsible for the french research for 6 feature teams. I conducted research with both B2C and B2B users using various methods to collect and analyze users’ needs and goals (interviews, field studies, focus group, surveys, diary studies and moderated and unmoderated usability tests).

• Analyzed insights cross country by collaborating with my Italian and German peers to identify points of convergence and divergence in user experience across the three countries.

• Impacted decision making for B2C strategic streams with 3 research projects on new business opportunities. I conducted explorative research with qualitative interviews, quantification of needs and willingness to pay. Insights presented to investment board and executive committee board.

• Put in place the research foundations. Structured B2C user recruitments, compensations and legal aspects like consent forms. 

• Scaled the user research to product designers and product managers. Provided training and mentorship, set up processes and templates to ease their work and ensure the research quality.

Context and challenges: dissemination of customer experience practices and switch from a product-centric culture to a user-centric culture. Facing a multiplicity of users (who is the customer?) and regulatory environment limiting customer interactions.

Scope and responsibilities:

• Built a 360° knowledge about our B2C and B2B users. Analysis of current experiences, pain points, uncovered needs in their daily lives (new services opportunities) and in their interactions with Roche (improvement of customer experience). Use of ethnographic methodologies combined with quantitative approach to prioritize what really matters for users. 

• Implemented corrective actions to solve Roche-related pain points and increased key experience indicators (NPS, CSAT, CES).

• Co-built "beyond the product" services for patients with the use of Design Thinking methods (personas, user journey, service blueprint, jobs-to-be-done, ideation with users).

• Anchoring the all organization in a truly customer-centric culture by engaging the teams (marketing and sales force focus). I created with two other colleagues a room for user (user labs) and a digital platform with workshop activities.

• I conceived and delivered the acculturation roadmap for the Human Resources Director as part of the company's transformation. Main actions: CX Days, Learning Expeditions, training courses, etc.

Example of a project:
Portofolio on-demand.

Context and challenges: implementation of intelligence practices to prepare the arrival of competitors on blockbuster and new products markets after 15 years of a monopolistic situation.

Scope and responsibilities:

. Implemented a competitive intelligence approach combining a monitoring tool and human intelligence for all business units: from pipeline products, launched, mature markets (over 20 monitoring projects).

. Scaled the approach to other subsidiaries and global teams. 

. Created and moderated a professional community of practice (∼30 people).

Consulting, strategic communication for local business.
Main Project : I've conducted and carried out a strategic communication plan for an Academic Chair in health.
Consulting and Reporting - Academic Chair "Santé, Sport, Bien-être" : I've conducted and carried out the strategic communication, benchmark surveys, brand platform, defining specification requirements for a new designed website.

- Marketing.
Main objective of the internship : to increase the number of students, focusing on the French Market. Marketing surveys: monitoring and search for French travelling agencies, survey on the French market for the launch of a new course, competition survey and benchmark.

- Communication and Social Media.
Main goal and tasks:  to increase the expose of the ABC School’s website, Facebook, Twitter, Google+, Instagram and YouTube. Daily updates on social media and production of videos for the school's YouTube channel.
Redaction of articles in English and French for ABC School's blog.

- Analyze Google’s stats and implement any recommendations/outcomes.

- Support administrative team in daily duties, providing information by telephone, email and in person in English, Italian and French.

- Organization of social events for students.

Study of digital identity and e-Reputation, advertising on social networks. Developed and implemented marketing and sales campaigns for a new service provided by the company :
- conducted market research, competition surveys. 
- managed and coordinated phases of direct mail projects.

Employee in a bank : managed files and phone calls, carried out account transfers, requests to withdraw cash, and deposit for customers.  Translation into English to aid foreign customers.

Employee in a bank : managed files and phone calls, carried out account transfers, requests to withdraw cash, and deposit for customers.  Translation into English for foreign customers.

Manon Clech🇬🇧

About Manon Clech

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