IS Process Owner I2R

• Customer Experience Expertise: You master Customer Support or Customer Service processes in a digital, software, or SaaS environment and understand the challenges of an end-to-end customer resolution journey.
• Customer process transformation: You have led or contributed to IS transformations aimed at improving the management of external client requests and incidents as well as the efficiency of the associated teams.
• Process & systems vision: You know how to translate customer satisfaction, service quality, and operational performance challenges into structured IS processes and evolutions.
• Transverse management & leadership: You possess line management experience; you also know how to unite and challenge Customer Experience, operations, product, and IT interlocutors in order to build common priorities in a complex environment.
• International environment: You are comfortable in English and enjoy working with international teams and stakeholders.

• Customer Experience Impact: contribute directly to the improvement of a journey that is decisive for Cegid client satisfaction and experience.
• End-to-end transformation: intervene at the intersection of Customer Experience, operations, product, and information systems.
• Innovation: exploit the opportunities offered by automation, self-service, and AI to rethink the way client incidents are handled and resolved.

> Transparent remuneration from the recruitment stage > 3 days of flexible on-site presence* > An Edenred card with a daily value of €10, 60% covered > A company savings plan and an annual profit-sharing bonus* > A 75% reimbursement of public transport / a sustainable mobility allowance > A complete CSE offer: annual holiday vouchers, activity reimbursements, holiday offers & cultural partners > Ambitious company agreements to support you through all stages of life* > A referral bonus of €1500 gross* > 3 days of corporate sponsorship * Not applicable to internships

At Cegid, we are a European leader in cloud management AI solutions for finance professionals (treasury, taxation, ERP), human resources (payroll, talent management), and Retail.

In a constantly evolving world, our employees support our clients in achieving their projects and ambitions through useful and innovative solutions.

Joining our teams means contributing to the operation and transformation of a fast-growing international organization, at the heart of product, technology, data, finance, people, and employee experience challenges. We design solutions in which artificial intelligence is a structuring component of the product: it enables understanding data, enriching functionalities, and transforming the way our clients interact with their tools.   

As part of a major transformation of its operating model and its IT department, Cegid is creating an IS Process Owner position dedicated to the Incident to Resolution (I2R) domain. This domain specifically concerns the management of incidents encountered by external clients using Cegid's SaaS solutions, from reporting to resolution. The challenge is to improve the Customer Experience by streamlining interactions between clients, Customer Support teams, operations, and product or technical teams.  

In close partnership with the Business Process Owner, you will carry the IS vision for this end-to-end journey and contribute to building a simpler, faster, and more efficient resolution experience. The position is based in Lyon, Paris, or Madrid, within the Information Systems Department, with a strong transverse and international dimension.   

Transform the Incident to Resolution journey for Cegid clients in order to improve their experience, accelerate incident resolution, and build an integrated, high-performance, and scalable Customer Experience IS ecosystem.   

• I2R Strategy & roadmap: you define and drive the IS roadmap for the Incident to Resolution journey by aligning technological evolutions with customer satisfaction and operational performance challenges.
• End-to-end customer journey & Transverse Governance : you work with the Business Process Owner to simplify the processing of client incidents, from reporting to resolution, and eliminate friction points. You unite Customer Experience, operations, product, and IT stakeholders to prioritize evolutions and secure roadmap execution.
• Automation & innovation: you identify opportunities for self-service, automation, and AI to facilitate client interactions, accelerate processing, and improve response quality.
• Integration & performance: you guarantee the consistency of the solutions and data supporting the I2R journey and contribute to managing customer service performance and quality.
• Management : you manage a team of 3 to 5 people within your functional domain.