Marielle VILLAMAUX

Biographical note
In her various managerial roles, both on the consulting side (Havas Group) and in urban services (since 2002 at Veolia Environnement, Veolia Transport and then Transdev), she has driven international expansion and developed innovative offerings. Alternating between consulting, strategic corporate responsibilities and operational duties in Business Units, Marielle Villamaux has strengthened her passion for transformation, spurring growth by leveraging technological, ecological, and economic and customer upheavals. She truly believes that “customer centricity and obsession” is a powerful  success driver and is proud of Transdev’s commitment and achievement to set the standards in that field. Marielle Villamaux is a graduate of HEC Paris and Science Po Paris.

Presentation: Passenger at heart
By choosing “Passenger at heart” as its customer motto, Transdev goes far beyond a customer service pledge: it is a commitment to re-design the organization, to rethink the ways of working, to carefully “mind the gaps” between the operator and its passengers and to apply a robust and rigourous methodology to deliver a positive customer experience. How has Transdev approached this “transformation led by the customer”? What have been the key milestones to engage teams from North America, Australasia, Europe and make it real and effective? What are the results as of today and the way forward for tomorrow?