Customer Journey Expert

For our client, a leading international bank with a strong presence in Belgium, we are continuously seeking Customer Journey Experts to join and strengthen their dynamic team

Role Overview

As a Customer Journey Expert (CJE), you will help shape and optimize digital experiences for customers. You will collaborate with cross-functional teams to design end-to-end journeys that improve satisfaction, adoption, and engagement.

Key Responsibilities

• Customer Journey Design: Map, analyze, and improve customer journeys across digital channels to ensure intuitive and seamless experiences.
• Cross-Functional Collaboration: Work with product owners, UX/UI designers, data analysts, and IT teams to turn insights into actionable solutions.
• Data-Driven Improvements: Use customer feedback, analytics, and metrics to identify pain points and optimization opportunities.
• Innovation & Optimization: Propose solutions that enhance digital adoption, streamline processes, and improve overall customer satisfaction.
• Compliance Awareness: Ensure customer journeys adhere to regulatory requirements and internal policies.

Qualifications

• Education: Bachelor’s or Master’s degree in Business, Marketing, IT, or a related field.
• Experience: Minimum 3 years in customer experience, UX design, digital product management, or a related role.
• Skills: Strong analytical mindset, excellent communication, proficiency in journey mapping or UX tools, and familiarity with digital service trends.
• Languages: Fluency in English; Dutch and/or French is a plus.

What We Offer

• Impactful Work: Contribute to shaping digital experiences for a wide customer base.
• Collaborative Environment: Join a dynamic team dedicated to innovation and excellence.
• Career Growth: Access to learning and development programs.
• Work-Life Balance: Flexible hybrid working model.