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Behind X REVU

Belle Chedevergne

Freelance Experience Consultant

Belle wears multiple hats to drive holistic improvements in Employee Experience (EX), Customer Experience (CX), and User Experience (UX). Her multifaceted role is instrumental in nurturing an environment where employees thrive and customers/users are delighted, all while recognising that a positive EX serves as the foundation for a transformative ripple effect, amplifying the impact on CX and UX, ultimately propelling business and revenue growth.

Objective

– Championing the Voice of the Employees, Customers and Users, her success is based on elevating the Experience by applying a total of 15 years of user research working in Europe and Australia for a wide range of industries.

– Building strong relationships with both internal stakeholders & agency partners to get the best outcomes for users & better business results.

– Crossing bridges between teams by facilitating collaboration and promoting corporate-friendly culture to also improve the employee experience.

Key Strengths and achievement

  • Creative, consumer-centric and strategic mind
  • Strong analytical skills, results-driven and detail-oriented
  • Excellent communication, project and time management skills
  • Leading the design of Global and Local innovation research projects
  • Proactive, team player, passionate & self-motivated
  • Agile, thrive in a fast-paced environment
  • Business strategies and user experience expert

Belle's Employment Summary

Employer Position Date
X REVU
UXR Freelancer – UX, CX and EX Consultant
2023 – now
IPSOS Switzerland
UX Client Director
2022 – 2022
Youtube Creator
UX Researcher (Contract with Randstad)
2020 – 2022
Mable
UX Research Lead (Contract)
2019 – 2020
Woolworths Group
Endeavour Drinks – SD ResearchOps & Analytics Lead
2018 – 2019
Woolworths Group
Woolies X – UX Research & Insights Lead E-commerce
2017 – 2018
nbn Australia
Strategy & Insights Manager
2016 – 2017
Kimberly-Clark AU
Consumer & Shopper Insights Manager
2014 – 2015
Hub Insights, Sydney
Hybrid Qual/Quant Senior Researcher & BDM
2010 – 2013
IFF EMEA, NL
Regional Customer Insights Manager
2007 – 2013
Sanofi, FR, UK, NL
Business Analyst
2005 – 2007

Technical Skills

Usability Tests, Research Tools
Customer centric, Voice of Customers
Qual/Behavioural Analysis
Quant Analysis, Q Software, Stat
Agile Tool (Jira, Trello, Monday, Slack)
Online Community Management (VC Sparq)
IRI, Quantium, SAP, Salesforce, Marketo

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X Revu

Freelance Experience Consultant

Independent Agency

Key responsibilities

  • Formulate comprehensive strategies that synergise EX, CX and UX.
  • Collaborate with clients to align experience objectives with overarching business goals.
  • Conduct thorough assessments and audits of employee engagement practices, customer touch points, and UX journeys.
  • Analyse data to identify opportunities for enhancement and improvement.
  • Develop tailored experience solutions for clients, addressing their unique needs and challenges.
  • Implement initiatives and policies to boost employee satisfaction, elevate CX, and optimise UX.
  • Design and deliver training programs and workshops for employees, leaders, and CX/UX teams.
  • Equip stakeholders with the skills and knowledge to create exceptional experiences.

IPSOS

UX Service Director

Global leader in market research

Key responsibilities

  • Creating a UX Business Unit: Starting from scratch with the support of other BUs and Global UX support.
  • Attracting New Clients: Expand Ipsos Switzerland's client portfolio by leveraging the new UX capability. On the lookout for new opportunities and partnerships that align with Ipsos' vision.
  • Empowering Existing Clients: not just here to gain new clients; here to enhance the relationships already in place. Work closely with existing clients and Ipsos teams to introduce them to the transformative potential of UX.
  • Training and Education: Educate the internal Ipsos teams on the intricacies of User Experience, ensuring that every employee understands its value and potential impact on their clients' success

Youtube Creator (TVC Randstad)

UX Researcher

Online video sharing and social media platform

Key responsibilities

  • Collaborating with designers and project managers to scope research plans to meet stakeholder requirements while maintaining a high level of rigour.
  • Coordinating the schedule of the right Creators and Viewers with the dedicated recruitment teams.
  • Adapting different research methodologies (quantitative and qualitative) to provide the best research outcomes.
  • Conducting all the user testings remotely with participants all over the world.
  • Synthesising findings in a tight turnaround time and create clear, actionable reports to drive product improvements .

Key achievements

  • Successfully transitioned from the CRS (Creator Rolling Studies) team to be fully embedded in the YouTube Channel Team in just a couple of months.
  • Implemented a new Research practice by conducting a Dry run with a colleague to update and improve the script as well as the prototype before talking to users.
  • For each new study, created a Vox Pop video of the users from the different user testing sessions in order to bring the insights to live when debriefing the team and the stakeholders.

Mable

UX Researcher Lead

Online platform redefining support for disability and aged care in Australia connecting people in needs with workers

Key responsibilities

  • Set up a User Experience Research practice, scoping and facilitating usability testing.
  • Supported customer understanding and iterative conceptual design of the Mable’s platform experience (website and mobile application).
  • Collaborated effectively across the business; working closely with product managers, engineers, data analysts, marketing, community engagement and customer engagement, to align a thoughtful product experience that supports customer needs.
  • Advocated for the prioritisation of customer-centric changes, refinement and improvements; while balancing business goals and technical feasibility.
  • Established and operationalised user-centred design processes, methods and systems that can scale and adapt across a growing tech business.

Key achievements

  • Successfully researched to improve the following platform features: job search/post, worker availability, new on-demand service, client search journey, support style, profile and video call
  • Created a ‘remote research’ only process to cater for Mable specific user needs across Australia

Woolworths Group - EDG

Service Design Research Ops & Analytics Lead

Australian Drinks Retailer with leading brands such as Dan Murphy’s (DM), BWS, Cellarmasters and Langtons

Key responsibilities

  • Led a team of 4 direct reports (1 CRO specialist, 2 data analysts, 1 Web analyst).
  • Mentored analysts to become better data detectives, storytellers and coached them on how to provide meaningful reports and actionable recommendations.
  • Planned, designed usability tests and in-field customer immersions for the Service Design team.
  • Led several staff workshops for ideation including better ways of working, maximising Qualtrics, brainstorming optimisation ideas for the website; as well as co-creation with users.

Key achievements

  • Improved customer experience by supporting and conducting qualitative research with customers and store teams for major initiatives such as My Dan’s loyalty program, DM and BWS app launch testings, DM on-demand delivery and BWS payment change.
  • Fostered team collaboration by creating a Trade deck for the weekly Digital stand up and a Service Design Newsletters to update the broader team of advancements.
  • Implemented new ways of analysing usability tests enabling team engagement.

Woolworths Group - Woolies X

UX Research & Insights Lead E-Commerce

Australia’s largest retailer, combines digital & analytics teams – develop customer-centric, digital-based solutions

Key responsibilities

  • Led one direct report delivering the Voice of Customer (VOC) results.
  • Coached and mentored UX designers for research studies and customer validation.
  • Hands-on critical and strategic projects, conducting usability testing from recruitment to debrief.
  • Advised initiatives on long term research roadmap based on business and customer needs.
  • Managed vendor relationships (recruiters, outsourcing research and UX agencies).

Key achievements

  • Improved the VOC report by quantifying customer feedback and bringing to life key insights to help the squads prioritise their backlogs.
  • Contributed to improving the website design experience which increased the VOC site navigation from 62% to 71%, the DX Ranking from 27 to 10 out of 30, the traffic from 74 to 99 million and number of searches from 289 to 622 million.
  • Enhanced the Woolworths app which contributed to increase the Mobile Web conversion from 1.8% to 2.2%, Mobile traffic from 50% to 75%, Mobile app revenue from 34 to 100 million.
  • Promoted more timely customer feedback by ideating the first survey intercept on the website enabling the team to get more relevant data.
  • Built strong relationships with stores to enable us to do guerrilla in-store usability testing.
  • Worked on major UX projects such as Scan & Go app, Plastic bags removal, Delivery Window powered by Satalia, Allergen filters, app homepage.
  • Delivered UX Personas for teams to understand users' needs, experiences, behaviours and goals.
  • Created new processes for the UX/UI designer team for more efficient research.
  • Successfully refurbished the Usability Lab to ensure better user testing .

nbn Australia

Strategy & Insights Manager, Customer and Commercial

Australian government-owned corporation tasked to design, build, operate the National Broadband Network

Key responsibilities

  • Managed multiple strategic & insights projects: B2B satisfaction, brand persona, segmentation, TVCs evaluations, cross-media strategy, developing communication campaigns, website satisfaction, consumer journey, in-store intercepts.
  • Managed ad hoc qual & quant research programs as required to meet the needs of nbn teams.

Key achievements

  • Introduced a new research supplier – Kantar Millward Brown which was proven to be a very successful relationship.
  • Developed and implemented the ‘One Number Score’ Kantar Millward Brown methodology to test all ads to consistently meet gaps in the business.
  • Launched the new nbn Online Community which enabled cost saving by fast and lean research .

Kimberly-Clark Australia, Sydney

Consumer and Shopper Insights Manager

Global FMCG leader with well-known and trusted brands with more than 40,000 global employees

Key responsibilities

  • Worked across all categories – Baby and Child Care (Huggies Nappies/Nappy-Pants, Pull-Ups, DryNites, Little Swimmers, Huggies Baby Wipes), Family Care (Viva, Cottonelle, Kleenex), Adult and Feminine Care (Poise, Depend and U by Kotex).
  • Managed diverse local and global market research projects using behavioural economics principles: innovation, product testing, NPD concept/positioning testing, packaging/claim testing, commercial program testing, cross-media analysis, social listening, digital always-on strategy, ideation workshop, category trends, strategic consumer immersion, shopper research, segmentation, choice modelling, U&A, consumer journey .
  • Day to day management of Brand Health/ Brand Equity and advertising tracking.
  • Developed and compiled insights for each brand.
  • Led the management of 4 consumer online communities using Vision Critical platform (writing screeners and questionnaires, programming surveys and reporting the results).
  • Provided general support to the Market Research Global teams.
  • Took care of the Australian market research budget of 2.5 millions of dollars.

Key achievements

  • Maintained great relationships with all key stakeholders including research, creative, comms and PR agencies being involved in creative briefs, tissue sessions, executions, pathways & packaging.
  • Highly regarded and involved in marketing strategies with the ability to provide insightful inputs.
  • In one year, launched successfully 100 surveys through online panels that helped the marketers to take quick strategic and commercial decisions whilst saving huge costs for the company.
  • Increased all panel’s response rates with interactive surveys and engaging newsletters.
  • Recipient of the Kimberly-Clark Innovation Award for best consumer innovation for U by Kotex.

Hub Insights Australia

Hybrid Qual/Quant Senior Researcher & Business Dev Manager

Strategic research agency delivering qual and quant research solutions to blue-chip clients in diverse industries

Key responsibilities

  • Responded to client briefs - quotes, objectives, methodology, costing and timing.
  • Designed, wrote & reviewed screeners, questionnaires, discussion guides.
  • Briefed external recruiters/panel providers responsible for infield work.
  • Client contact, project management for brands such as Ryvita, Moccona, Harris, Dr Lewinn’s, Toyota, Citroen, Peugeot, Yahoo7, Samsung, Singapore & Samoa Tourism, Campari, Lion Nathan.
  • Moderated in-depth interviews, took notes, integrated qual/quant insights to report to clients.
  • Collected and analysed data, interpreted insights, provided recommendations.
  • Filmed vox-pops, created short videos to deliver key insights to clients.
  • Managed, trained the quantitative junior and assisted with new client development.

Key achievements

  • Acquired expertise in Brand Positioning, Net Promoter Score, Category deep-dives, New Product Development, Communications Research, Usability Testing, Digital Trends, Packaging Research, Virtual Shelf, U&A, Segmentation, Category Mapping, B2B Customer Satisfaction.
  • Contributed by adding new clients to the Hub Insights portfolio: Peugeot Citroën and Samsung.

IFF - International Flavours & Fragrances

Regional Customer Insights Manager

Leading creator and manufacturer of flavours & fragrances with more than 6,000 employees globally

Key responsibilities

  • Managed several key accounts: Unilever, P&G, Beiersdorf, Colgate, Henkel, SCJ, Sara Lee.
  • Led all data-driven CI testing for Fabric Softener (FS) clients (80% quantitative, 20% qualitative) plus managed Personal Wash (PW) and Home Care (HC) projects.
  • Delivered the CI projects, including business strategy, NPD, sensory innovation, methodology design, consumers market trends and logistics.
  • Budgeted, planned and developed precise recommendations to stakeholders on CI approach.
  • Briefed, negotiated contract terms for 15 European agencies, checked fieldwork in 5 countries.
  • Developed project milestones, concepts, CI tools (colour board, trend boards), targeted consumer screeners and prepared fragrance questionnaires based on brainstorming sessions.
  • Interviewed consumers about their laundry habits & attitudes to access more detailed insights.
  • Analysed consumer research data and presented results to the client.
  • Managed and supervised the work of one direct report – CI assistant.

Key achievements

  • Achieved 100% customer enquiry & project brief deadlines by streamlining coordination & communication amongst various stakeholders (i.e. Sales, Perfumers, Evaluators, Marketing, CI, Technical, Safety departments).
  • Contributed to winning several multi-million dollar client projects in HC/PW/FS product ranges .
  • Implemented successful new order management system that significantly facilitated the input into SAP, reducing mistakes, unclear communication & turnaround time from several days to 3 hours.

Sanofi

One of the world’s leading pharmaceutical companies with more than 100,000 employees globally

Marketing Support - Business Management & Support (BMS), Paris – France

Key responsibilities

  • Provided marketing support to the sales representatives, including managing and analysing all data related to their sales and doctor’s interviews.
  • Tools used: MS Excel and pharmaceutical data extraction tools such as IMS, Spider…

Key achievements

  • Developed standard marketing reports consisting of the definition of the products and turnover, covering around 65 representatives and 35,000 doctors/pharmacists for the relevant categories of patients.
  • Analysed company & competitor performance in the Dutch market using internal software tools. This helped the team to reconcile sales data collected from different sources and take corrective measures for closing gaps.
  • Created a new process using Excel for reporting all the doctor interview details from medical representatives. This data report was updated for review at the beginning of each month. The new process reduced turnaround time from 5 to 1 day.

Marketing Analyst - Global Marketing, Gouda - The Netherlands

Key responsibilities

  • Analysed the market to identify new cross-selling opportunities for different healthcare areas such as oncology & diabetes.

Key achievements

  • Implemented pilot study to test market acceptance of medicines (by both patients and doctors).
  • Presented global market research plans, market trends and impact of new medicine introduction to the current market.
  • Conducted product performance follow-up using market analysis tools - used by the global team to flag market opportunities.

Clients/Brands worked for

My Work

Interests

Connecting with people, organising events (Created the MYF Community, MixYourFriends, Facebook Group counting 600 people) – the monthly event was attracting more than 120 people) Beach Volley-Ball addict, Bachata lover and Globetrotter.

 

My Reviews

5/5
X Revu have helped our business to identify opportunities to improve our staff experience, from onboarding and throughout their employment with our organisation. We are confident we are implementing industry leading employee programs that will increase staff satisfaction, their sense of being valued, and ultimately creating a more productive work culture.
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Michael Hopwood
Valen Projects
What X Revu did was very helpful for Taufatahi Charters. Her recommendations were easy, straightforward and notwithstanding.  I would not know these things without somebody like Belle who has specific expertise when she looks at websites and provides actionable feedback.
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Tom De Winne
Taufatahi Charters
Belle gave us some very useful pointers to the mistakes we had on our website and was able to show us how to guide our visitors so they could navigate more easily
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Francis
PFFA