Claude Gervais, PMP, MBA, eng.
Journey Owner, Customer Experience digital transformation initiative at CAE Inc- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Français Native or bilingual proficiency
-
English Full professional proficiency
Topline Score
Bio
Credentials
-
Cours CSST
Cardio-secours/DEAMay, 2010- Oct, 2024 -
Ingénieur
Ordre des ingénieurs du QuébecDec, 2001- Oct, 2024 -
Project Management Professional (PMP)®
Project Management InstituteApr, 2015- Oct, 2024
Experience
-
CAE
-
Canada
-
Aviation and Aerospace Component Manufacturing
-
700 & Above Employee
-
Journey Owner, Customer Experience digital transformation initiative
-
Nov 2020 - Present
• Key major project leader of the digital transformation of our services offered to customers. Many business processes and tools are being migrated to modern systems to improve the customer experience.• Responsible for setting up the vision and bridging the gap between business needs and the implementation team.• Lead a multidisciplinary team of twenty people responsible for web components, interfaces, change management, business analysis, data management, e-commerce functionality, quality assurance and product management.• Permanently carry out contingency plans, risk, and resource management as well as budget management.• Communicates with different levels within the organization on the work progress. Show less
-
-
Customer Experience Manager
-
Dec 2015 - Nov 2020
• Develop and maintain long-term relationships with our Civil customers around the world.• Management of the first and second level technical support team representing more than 50 people specialized in software technical support and parts logistics.• Management of four team group leaders including those in charge of customers.• Define and execute global support strategies for simulation products.• Lead the execution of contractual service level agreements (SLA).• Develop and execute action plans related to customer satisfaction improvement.• Direct the contractual support agreements execution related to our products, including the warranty reserve. Show less
-
-
Senior Project Manager (PM)
-
Dec 2007 - Jan 2016
• Main SME representing D&S Project Manager for a large EPM initiative which involves a profound culture change, brings new technological tools and requires intensive user training.• Responsible of seven projects totaling more than eighty million with six different clients. Several nationalities involved.• Understood and respond to client training needs while considering financial constraints and available resources.• Ensured good cohesion between the multidisciplinary internal team members as well as the subcontractors for highly visible projects.• Frequent international travel to customer and supplier sites. Show less
-
-
Software Project Lead, Technical Lead, Civil / D&S Comms & Audio developer
-
Sep 1997 - Dec 2007
• Supervision of about fifteen system engineers including the training of seven of them.• Responsible for the internal timelines, budget, and risks of several military projects, including CAE Strive-Comms product management.• Prepare contract estimates and related technical analysis. Schedule review and cost study. Write various technical documents.• Analysis, design and testing of real-time simulation software for aircraft communication systems. Approval of the final system with the customer. Show less
-
-
Education
-
2001 - 2003
Université de Montréal - HEC Montréal
MBA, Administration et gestion des affaires, général -
1993 - 1997
École de technologie supérieure (ÉTS)
Bacc, Génie Electrique -
1990 - 1993
Cégep Limoilou
DEC TSO, Technologies de l'information
Community
