Célèste SOCQUET (ESILV 2024), Performance Analyst at ENGIE Vianeo
Analyzing figures, but above all understanding what users experience in the field: this is the daily challenge facing Céleste Socquet. A Performance Analyst at ENGIE Vianeo, she looks back on her career and explains how curiosity, data culture, and listening to customers have become essential to improving the electric charging experience.
What are the main stages of your career path?
When I was at ESILV, I did the EVD specialization, and at the same time, I was doing a work-study program in Data, in the IT department of Veolia France. And that really helped me understand that what I wanted was to work in the energy sector, in data services.
After that, my specialized Master's degree in Management and Project Management allowed me to take a step back and see the bigger picture.
The third milestone was joining the ENGIE-LEI Graduate Program, formerly ENGIE Solutions, which allows me to carry out three different assignments over three years within this GBU. So, for my first rotation, I am at ENGIE Vianeo.
Can you tell us about your job?
ENGIE Vianeo is an electric vehicle charging station operator. I work in the Customer Experience Department as a Performance Analyst. So my job is really based on two main tasks.
The first is mass data analysis. This includes all data related to the customer experience, whether it's call center data, SEO data for charging station listings, or digital journey data. So this is really an analytical task.
The second task is more focused on qualitative data, which involves trying to convey the customer's voice. This is done through verbatim quotes, field surveys, meeting with customers, etc. The goal here is to understand the user experience and how customers perceive their journey.
What do you like most about your job?
What I like most about my job today is that it's quite cross-functional. I work with the operations team to help them detect incidents on our terminals in the field. But I also work with the marketing team to help them test and measure the impact of their campaigns on specific customer segments. And I work with the performance team, providing them with insights into customer performance on our terminals.
What are your current challenges?
For me, the current challenge is simply to improve the customer experience through data, i.e., to improve our users' journey.
This will involve using as much data as possible, using the most detailed data possible. And above all, ultimately, making the connection between the reality that the customer will experience in the field and us, how that will be reflected in our data. The ultimate goal is really to offer the smoothest and simplest possible charging journey for our customers.
What are the key factors for success in this profession?
The key factors for success in my profession are really being curious and enjoying digging into data. At the same time, you obviously need data skills and analytics skills. Beyond that, I think you really need to enjoy working on fairly technical subjects. So in my job, beyond working with data, I have to understand the entire world of charging, and that's really important. You also have to listen to what customers are saying and be willing to go out into the field to talk to them.
Any advice for someone looking to pursue a career like yours?
The advice I would give to someone who wants to pursue a similar career would be to develop a real data culture, even if that person doesn't want to become a data scientist, because it's really important in this job.
My second piece of advice would be to really understand the data you're working with. And finally, stay curious.
What does being Alumni mean to you?
For me, being Alumni simply means sharing your experience and trying to inspire students. I haven't yet had the opportunity to mentor a student, but I would really like to do so because I am well aware that personal accounts can help students find their way.
An Alumna to follow!
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