Julien Hugo

Director, Customer and Employee Experience

KPMG in Luxembourg

Julien is in charge of our Experience Management initiative, putting customers and employees at the heart of transformation projects. This approach involves a wide range of practices: organizational CX/EX governance, customer-centric culture set-up, journey mapping, improvement frameworks (Design Thinking, UX design, Lean Management), survey building (NPS, CES, CSAT), metrics and measurement methods, strategy canvases (Business Model Canvas, Strategy Maps), and applied behavioral sciences amongst others.

Areas of expertise

Experience Management (CX/EX/XM), Project Management, Marketing and Sales, Customer Services

  • Certified Customer Experience Professional (CCXP) by the Customer Experience Professional Association (CXPA)

  • Before joining KPMG, Julien had 17 years of experience participating in the deployment projects of over 40 digital solutions with a focus on customer oriented applications (including CRM systems and frond end solutions). With his technical background, Julien took on many roles from functional design, to technical architecture, project management and team leading.