Maria Giorgia De Matteis

Directly reporting to the Head of Quality & CX

• Customer Journey Owner: responsible for the CJ design, mapping and contact plan definition with Marketing & Communication dept.
• Project Manager (Green Belt certification obtained in 2024 with an internal project with COO sponsor): leading end to end projects starting from VoC analysis to continuous improvement initiatives
• Customer feedback system: local lead for relational and transactional surveys (+1,2M transactional surveys managed in 2025, +14% events mapped YoY, +11% AVG RR YoY). Local dashboard administrator.
• NPS and CSAT target models and NPS predictive model implementation with AI support, managing a transversal team within IT, reporting and sales (NPS score +15 YoY, CSAT +7% YoY)
• Customer Journey Book owner: a quality book monthly based with a deep dive for each CJ phase across the main CX scores and indexes (NPS, CSAT, PES, Complaints).
• Quality Master Plan contributor: ideation and implementation of a document which is a local repository of all the initiatives derived from VoC analysis, with targets and KPIS constanly monitored, writing down with Sales and Global Operations.
• Member of the Quality SteerCo, a quarterly based meeting with Managing Director, Comex members and C-levels to share CX results and vision.
• Service Culture Leader: sharing VoC and animating Service Culture Community with a communication plan fullfilled with a monthly poadcast, articles, video interviews with manager who are in charge of the Quality Master Plan projects implementation
• Trustpilot Leader: managing Trustpilot integration with the local feedback management system, managing a transversal team with Marketing & Communication, IT and reporting.
• Constant reporting to Arval Corporate (France) (weekly operative meetings + quarter strategic meetings sharing results and best practices within the G4 countries)
• Managing transversal teams up to 9 people

Directly reporting to the Sales Manager into the International Business Office, I was in charge to manage a client portfolio, defining sales offers, pricing strategy and international tenders.

Directly reporting to Senior Product Managers, I was in charge of

• product catalogue definition and updating
• new products launch from gap analysis to communication strategies
• market analysis and competitors benchmarking
• sales methodology definition
• CRM updating