Amandine Le Doze

Active member of Women in CX, the world’s first online community for women in Customer Experience. I collaborate with peers and share insights to strengthen skills, foster inclusion, and drive impact in CX leadership.

Kiwi.com is a global travel-tech platform processing 70K+ daily transactions. As Head of CX reporting to the Chief Commercial Officer, I owned the CX strategy & performance framework while leading a fully remote organisation of ~35 across strategic CX and complaints & escalations. ️ Rebuilt customer trust and improved CX, contributing to Trustpilot 1.2 → 4.0, +60 NPS and CSAT consistently >4/5 through journey improvement, service recovery and reputation work. Built Kiwi.com’s company-wide Voice of Cu

Design and implementation of in-store Click & Collect points across Spain and Portugal

Kingfisher is a leading European home improvement retailer and FTSE 100 company. As part of the CX Design team, I co-created customer-centric solutions across digital, physical, and human channels - applying design methodology and agile principles to solve customer and business problems globally. Contributed to the definition of 40 new and enhanced service propositions across all markets — forecasted to generate £230M p.a. in revenue and save £40M yearly, delivering a market-leading experience across onl

A 2-year graduate programme across 4 placements within the Kingfisher Group - spanning B&Q, Screwfix, Brico Dépôt Iberia, and Kingfisher London. Designed to build broad business foundations across retail, strategy, and customer experience. Started close to the customer - spending the first months on the shop floor at B&Q and Screwfix, understanding the day-to-day reality of store operations and customer needs from the ground up. Built early CX foundations across journey mapping, design thinking, and s

Specialisations:
 International marketing
 New areas of marketing (ethnomarketing, marketing and social innovations, social, societal and political marketing)

 Master thesis (in English) on the perception of sensory marketing at the point of sale among cultures

All classes in English

Economics & Social Sciences track, with a Mathematics speciality