Lead UX/UI – CRM Experience H/F

📍 Job Overview

Job Title: Lead UX/UI – CRM Experience H/F

Company: ami consulting

Location: Neuilly-sur-Seine, Ile-de-France, France

Job Type: FULL_TIME

Category: UX/UI Design & Strategy (CRM Focus)

Date Posted: April 20, 2026

Experience Level: 8-10 years

Remote Status: Hybrid (Occasional remote, with occasional site visits)

🚀 Role Summary

• Lead the overarching UX/UI strategy for a major CRM transformation program, focusing on reinventing customer relationships.

• Drive the design and implementation of an omnichannel, personalized, and proactive customer experience, integrating AI capabilities.

• Ensure the quality, coherence, and accessibility (RGAA standards) of the user experience across all digital touchpoints.

• Coordinate and mentor a design team, fostering a Product & Design organization culture within an Agile/SAFe framework.

📝 Enhancement Note: While the title is "Lead UX/UI," the description strongly emphasizes strategic leadership, team coordination, and driving the overall design vision for a significant digital transformation. This role is positioned as a key strategic component within a larger program, requiring a blend of high-level design thinking and people management. The "CRM Experience" aspect highlights the critical importance of user experience within the Salesforce platform and broader customer relationship management ecosystem.

📈 Primary Responsibilities

• Define and execute the global UX/UI strategy for the customer relationship transformation program, ensuring alignment with business objectives.

• Pilot and coordinate the design team, fostering a collaborative environment and ensuring high-quality design output.

• Guarantee the consistency and coherence of the user experience across all customer touchpoints and digital channels.

• Oversee the evolution and maintenance of the design system, ensuring its adoption and effectiveness.

• Ensure strict adherence to accessibility standards, particularly RGAA (Référentiel Général d’Amélioration de l’Accessibilité), throughout the design process.

• Integrate emerging technologies, such as Artificial Intelligence (AI), into design practices to enhance customer experiences.

• Accompany the transformation of design and product methodologies, promoting Agile and SAFe principles.

• Conduct user research, design thinking workshops, and user-centric framing to inform design decisions and strategies.

• Develop wireframes, mockups, and interactive prototypes for complex digital interfaces.

• Collaborate closely with Product and Technology teams within an Agile/SAFe delivery framework.

📝 Enhancement Note: The responsibilities are clearly divided into two lots (Lot A for Lead OPS UX/UI Senior and Lot B for UX/UI Designer Senior). This enhancement focuses on the "Lead OPS UX/UI Senior" responsibilities as per the title, while acknowledging the existence of the designer role. The emphasis on RGAA, AI integration, and Salesforce CRM context is crucial for understanding the operational demands of this role.

🎓 Skills & Qualifications

Education: Not specified, but a Bachelor's or Master's degree in Design, Human-Computer Interaction, or a related field is typically expected for senior roles.

Experience: 8 to 10 years of progressive experience in UX/UI design, with a significant portion in leadership or strategic roles.

Required Skills:

• Proven experience in UX/UI design leadership and strategic vision setting.

• Expertise in UX design methodologies (user journeys, personas, user research, user-centric design).

• Strong UI design skills, including interface design, interaction design, and prototyping.

• Proficiency in developing and managing design systems.

• In-depth knowledge of accessibility standards, specifically RGAA (imperative).

• Experience working within Agile and SAFe methodologies, with a strong understanding of product delivery cycles.

• Familiarity with complex digital environments and omnichannel strategies.

• Excellent communication and interpersonal skills, with the ability to articulate design vision and foster collaboration.

• Fluency in French (Courant).

Preferred Skills:

• Experience with CRM ecosystems, particularly Salesforce.

• Sensitivity to and experience with AI applications in design.

• Experience in the Energy sector.

• Familiarity with API and data platform modernization.

• Experience in a consulting environment.

📝 Enhancement Note: The "Lead" aspect of the title strongly implies a need for leadership, team management, and strategic thinking beyond individual design execution. The RGAA requirement is highlighted as imperative, indicating a critical compliance aspect of the role. The mention of Salesforce CRM is a key indicator of the technology context.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong strategic vision for UX/UI, showcasing how you've defined and executed design strategies for complex programs.

• Provide examples of leading and coordinating design teams, highlighting your leadership style and team development achievements.

• Include case studies illustrating the development and evolution of design systems, with a focus on their impact and adoption.

• Showcase projects where accessibility standards (especially RGAA) were a primary consideration, detailing your approach and the outcomes.

• Present projects that involved integrating innovative technologies like AI into design processes.

Process Documentation:

• Document your approach to user research and how insights were translated into user-centric design solutions.

• Illustrate your process for ensuring design consistency across multiple platforms and touchpoints within a program.

• Detail your methodology for collaborating with Product and Tech teams in an Agile environment, including handoff processes and feedback loops.

• Provide examples of how you've measured the impact of UX/UI design on customer experience metrics and business objectives.

📝 Enhancement Note: For a Lead UX/UI role, the portfolio should not just showcase design artifacts but also strategic thinking, leadership, and process management. Emphasis should be placed on how the candidate has driven design initiatives, managed teams, and ensured quality and compliance. The request for "process documentation" in the portfolio suggests a need to articulate the how behind successful design outcomes, not just the what.

💵 Compensation & Benefits

Salary Range:

• CDI (Permanent Contract): €55,000 gross annual salary.

• Freelance: €500 HT/day (portage salarial only).

Benefits (CDI):

• Mission-based contract (CDI de mission): Offers project-specific engagement within a permanent role.

• Innovation Focus: Opportunity to work on a transformative program involving Salesforce, AI, and omnichannel strategies.

• Sustainable & Well-being Approach: AMI Consulting emphasizes employee quality of life and a digital-first approach to integration, reducing carbon footprint.

• Company Culture: Part of an innovative, family-run company that is a laureate of the BPI France Innov'UP scholarship.

• Professional Development: Potential for growth within a strategic program and a company that values its consultants.

Working Hours: Approximately 40 hours per week, with occasional travel to other sites.

📝 Enhancement Note: The salary information is explicitly provided for both CDI and Freelance (portage salarial) options. The benefits are inferred from the company description and the nature of the role, focusing on aspects relevant to operations and design professionals. The "CDI de mission" is a specific contractual type worth noting for candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Consulting (Data Exploitation), Technology, Energy (Client Sector).

Company Size: AMI Consulting positions itself as an innovative, family-run company, suggesting a culture that might balance professional rigor with a more personal touch. Their digital-first approach implies efficiency and modernity.

Founded: 2019 (Awarded BPI France Innov'UP scholarship in 2019), indicating a relatively young but recognized and growing organization.

Team Structure:

• The role is part of a major transformation program, likely involving cross-functional teams including Product Managers, Tech Leads, and other Designers.

• The Lead UX/UI will be responsible for piloting and coordinating the design team.

Methodology:

• Data-Driven: AMI Consulting specializes in data exploitation, suggesting a culture that values data-informed decision-making.

• Digital-First: Emphasizes digital processes for qualification, selection, and integration, promoting efficiency and environmental consciousness.

• Agile & SAFe: The project operates within these frameworks, implying a dynamic, iterative, and collaborative approach to project delivery.

• User-Centric & Design Thinking: Core methodologies for the UX/UI design process.

Company Website: https://www.ami-consulting.co

📝 Enhancement Note: The company description highlights innovation, a family-like atmosphere, and a strong commitment to employee well-being and sustainability. This context is important for understanding the broader work environment beyond the specific project.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership role within the design discipline, specifically focused on user experience and interface design for a critical CRM transformation. It sits at the intersection of strategic design, team leadership, and technological implementation.

Reporting Structure: The Lead UX/UI will likely report to a Program Director or Head of Product/Design within the client organization, while also coordinating a team of UX/UI Designers.

Operations Impact: The role has a direct and significant impact on the "reinvention of customer relationships" by shaping the digital experience. Success means a more personalized, proactive, and fluid customer journey, directly influencing customer satisfaction, loyalty, and potentially revenue. The focus on transforming from a contract-centric to an individual-centric model underscores the strategic importance.

Growth Opportunities:

• Leadership Development: Opportunity to lead a design team and define strategic design direction for a large-scale transformation.

• Strategic Influence: Play a key role in shaping the future of customer experience for a major organization in the Energy sector.

• Technology Exposure: Gain deep experience with Salesforce CRM, AI integration in design, and omnichannel strategies.

• Methodology Mastery: Further hone skills in Agile, SAFe, Design Thinking, and user-centric design within a complex program environment.

• Consulting Experience: Develop expertise in client engagement and project delivery within a specialized consulting firm.

📝 Enhancement Note: The role offers significant growth potential, particularly in leadership and strategic design within complex transformation projects. The "CDI de mission" structure suggests a long-term engagement with opportunities to move between projects or deepen expertise within the client's transformation journey.

🌐 Work Environment

Office Type: The role is based in Neuilly-sur-Seine (92), France. The work arrangement is hybrid, with occasional remote work and occasional site visits. This implies a need for flexibility and the ability to work effectively both independently and collaboratively.

Office Location(s): The primary office location is 56 Rue de Sablonville, Neuilly-sur-Seine, 92200, France. The "Occasional, selon les déplacements sur les autres sites" note suggests potential for travel within the client's organization.

Workspace Context:

• Collaborative Environment: The role requires close collaboration with Product, Tech, and other Designers within Agile/SAFe ceremonies.

• Tools & Technology: Access to modern design tools and potentially the client's Salesforce environment will be crucial. The company's digital-first approach suggests a well-equipped digital workspace.

• Innovation Hub: Working on a "major transformation program" involving cutting-edge technologies like AI and a new CRM platform creates an dynamic and stimulating environment.

Work Schedule: Standard full-time working hours (estimated 40 hours/week), with the flexibility for occasional remote work. The project's Agile nature may involve sprint reviews and planning sessions that require specific attendance.

📝 Enhancement Note: The hybrid nature of the role is important. While "occasional remote" is mentioned, the need for "déplacements sur les autres sites" indicates that on-site presence will be required periodically, likely for key meetings, workshops, or team alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio, followed by a call with an AMI Consulting recruiter to assess basic qualifications, experience, and cultural fit.

• Technical Interview: A deep dive into UX/UI strategy, design process, leadership capabilities, and experience with CRM transformations. This will heavily involve portfolio review and discussion of past projects.

• Client Presentation/Interview: Potential presentation of a case study or strategic approach to a client panel or hiring manager. This will assess your ability to articulate vision and influence stakeholders.

• Final Interview: May involve discussions on team integration, leadership style, and final alignment with the program's strategic goals.

Portfolio Review Tips:

• Highlight Leadership & Strategy: For the Lead role, focus on projects where you defined strategy, led teams, and drove significant program outcomes, not just individual design contributions.

• Showcase CRM Transformation Experience: If possible, include examples of CRM implementations, customer journey mapping for sales/service, or experience with Salesforce.

• Demonstrate RGAA Expertise: Clearly articulate your process for ensuring accessibility and provide examples of compliant designs and their impact.

• Structure for Impact: Organize your portfolio logically, using case studies that tell a story: problem, your role/approach, solutions, and quantifiable results (e.g., improved conversion rates, user satisfaction scores, reduced support tickets).

• Prepare to Discuss AI & Omnichannel: Be ready to discuss how you've incorporated or would incorporate AI into design and how you approach designing for seamless omnichannel experiences.

Challenge Preparation:

• Design Strategy Case Study: Be prepared to present a hypothetical or past case study on how you would approach transforming a customer experience for an organization moving to a new CRM.

• RGAA Compliance Discussion: Anticipate questions on how you ensure accessibility in complex digital products.

• Team Leadership Scenarios: Prepare for questions about managing designers, resolving conflicts, and fostering a collaborative team environment.

📝 Enhancement Note: The emphasis on a "Lead" role means the interview process will likely scrutinize leadership, strategic vision, and team management abilities, in addition to core UX/UI skills. The portfolio review will be a critical component, requiring candidates to demonstrate impact and strategic thinking.

🛠 Tools & Technology Stack

Primary Tools:

• UX/UI Design & Prototyping Tools: Proficiency with industry-standard tools such as Figma, Sketch, Adobe XD, InVision, Axure RP, or similar.

• Design System Management: Experience with tools or frameworks for creating and maintaining design systems.

• User Research Tools: Familiarity with platforms for surveys, usability testing, and user interviews (e.g., UserTesting.com, Maze, Hotjar).

Analytics & Reporting:

• Web Analytics: Understanding of tools like Google Analytics, Adobe Analytics, or similar to track user behavior and measure design impact.

• A/B Testing Platforms: Experience with tools that facilitate experimentation to optimize user interfaces and flows.

CRM & Automation:

• CRM Platforms: Salesforce is a key requirement. Experience with its UX capabilities or designing for Salesforce environments is highly valued.

• Project Management & Collaboration: Familiarity with tools like Jira, Confluence, Asana, Trello, particularly within Agile/SAFe contexts.

📝 Enhancement Note: The explicit mention of Salesforce CRM is critical. Proficiency or strong familiarity with the platform's UX considerations is a significant advantage. The role also requires mastery of modern design and prototyping tools, and a solid understanding of Agile project management software.

👥 Team Culture & Values

Operations Values:

• Innovation & Transformation: A drive to reinvent customer relationships and embrace new technologies like AI.

• Quality & Excellence: A commitment to high standards in UX/UI design, including stringent accessibility (RGAA).

• Collaboration & Teamwork: Emphasis on working closely with Product and Tech teams in an Agile framework.

• User-Centricity: A foundational principle of designing around the individual customer's needs and journey.

• Sustainability & Well-being: AMI Consulting's commitment to employee quality of life and a reduced carbon footprint.

Collaboration Style:

• Cross-Functional Integration: Expect close partnership with Product Managers, Developers, and other stakeholders within Agile/SAFe ceremonies.

• Iterative Design: A culture of continuous feedback, iteration, and improvement based on user data and team input.

• Knowledge Sharing: Encouragement of sharing best practices, design patterns, and insights across the design team and with other departments.

📝 Enhancement Note: The company's values are reflected in its focus on innovation, quality, and employee well-being. The project's nature demands a highly collaborative and iterative approach, essential for successful digital transformations.

⚡ Challenges & Growth Opportunities

Challenges:

• Large-Scale Transformation Complexity: Navigating the intricacies of a major program involving multiple pillars (CRM, omnichannel, SI modernization, org structure).

• Balancing Innovation with Compliance: Integrating cutting-edge AI and personalization while strictly adhering to RGAA accessibility standards.

• Cross-Functional Alignment: Ensuring consistent UX/UI vision and execution across diverse teams (Product, Tech, Business) with potentially differing priorities.

• Design System Evolution: Developing and scaling a design system to support a complex, evolving digital ecosystem.

• Change Management: Guiding teams and stakeholders through methodological and cultural shifts (e.g., from contract-centric to individual-centric, Agile adoption).

Learning & Development Opportunities:

• Leadership & Strategy: Deepen expertise in leading design teams and shaping strategic design initiatives.

• Emerging Technologies: Gain hands-on experience with AI applications in UX/UI and advanced CRM functionalities.

• Industry Best Practices: Master complex program management methodologies like SAFe and advanced user-centric design techniques.

• Consulting Acumen: Develop skills in client management, project delivery, and strategic advisory within a consulting context.

📝 Enhancement Note: The role presents significant challenges related to managing complexity and driving change, but these are directly linked to substantial growth opportunities in leadership and strategic design.

💡 Interview Preparation

Strategy Questions:

• "How would you define and implement a UX/UI strategy for a major CRM transformation program aimed at shifting from a contract-centric to an individual-centric model?" (Focus on vision, user research, and phased rollout).

• "Describe your approach to ensuring RGAA compliance across a complex, multi-platform digital experience. What are the key considerations and potential pitfalls?" (Highlight process, tools, and collaboration).

• "How do you integrate AI into design processes to enhance customer experience, and what ethical considerations are paramount?" (Prepare examples of AI applications in personalization, predictive UX, or generative design).

Company & Culture Questions:

• "What are your thoughts on AMI Consulting's approach to employee well-being and their digital-first methodology?" (Align your values with theirs).

• "How do you foster collaboration within a cross-functional team (Product, Tech, Business) in an Agile/SAFe environment?" (Provide examples of your communication and mediation skills).

Portfolio Presentation Strategy:

• Lead with Strategy: Begin your portfolio walkthrough by framing the overall strategic goals of your projects and your role in achieving them.

• Quantify Impact: For each case study, clearly state the problem, your solution, and the measurable outcomes (e.g., "increased user engagement by 20%", "reduced task completion time by 15%", "achieved 100% RGAA compliance").

• Showcase Leadership: Highlight instances where you mentored designers, managed project timelines, or influenced strategic direction.

• Explain Your Process: Be ready to detail your methodology for user research, ideation, prototyping, testing, and iteration, especially for complex projects.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic leadership, deep understanding of UX/UI principles in a CRM context, strong communication skills, and a proven ability to manage complex projects and teams.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on jobs.recooty.com.

• Tailor your CV: Highlight your 8-10 years of experience, specifically mentioning CRM transformation projects, leadership roles, and your expertise in UX/UI strategy. Ensure keywords like "RGAA," "Salesforce," "Agile," "SAFe," "Omnichannel," and "AI" are present.

• Curate your Portfolio: Select 2-3 key projects that best showcase your strategic leadership, team coordination, and experience with large-scale digital transformations. Emphasize projects involving CRM, accessibility (RGAA), and innovation.

• Prepare a Concise Introduction: Be ready to articulate your fit for the "Lead UX/UI" role in a brief elevator pitch, focusing on your strategic vision and leadership capabilities.

• Research AMI Consulting: Familiarize yourself with their company values, mission, and their approach to consulting and employee well-being. Understand the Energy sector context if possible.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.