Elisabeth Lecué Birden, Senior Consultant at Orphoz between 2011 & 2014 and currently Continuous Improvement Manager at Verisure.

In the eight years of its existence, Orphoz has seen many talents grow. We decided to get in touch with some of them and ask about their new job.
 
  • Can you tell us about your job today?                                                                         
My role is to improve our Customer Service procedures (i.e. call centers handling customer requests, field maintenance technicians, remote monitoring services) for better customer satisfaction and internal efficiency. To do this, I can count on my team of 6 Continuous Improvement Project Managers as well as close teamwork with the other support functions (Business Intelligence, IT, Training department).              Our added value lies in making the 3 departments work together in a transversal way to benefit the customer, break silos and put the customer back at the center of our concerns.
 
  • How is your typical day?
8.45-9am: answering some emails, checking my daily schedule
9-12am and 2-5pm: mix of various activities such as workshop with operational teams to identify improvement ideas, field observation, one-on-one discussion with a member of my team, project monitoring
5-7pm: answering emails, data & performance indicators analysis, preparation of a future SteerCo or project framing..., review of one or two deliverables from my team  
 
  • What do you like most about your assignments?
Better serving our customers while helping my team develop their skills.
 
I wouldn't be here if... Orphoz hadn't taught me how to manage projects and communicate in a structured way

Recent Releases

  • Release Picture
    Who we are
    May 9, 2019

    What did they become?

    In the eight years of its existence, Orphoz has seen many talents grow. We decided to get in touch with some of them and ask about their new job.
    Thanks to Elisabeth, former senior consultant at Orphoz, who talks about her role as Continuous Improvement Manager at Verisure!
     

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  • Release Picture
    What we grow
    Nov 6, 2018

    Don’t leave pebbles in your shoes

    Introduction to the method of operational problem solving

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