Customer Journey Expert 

Location:
Hybrid – at least 2 days a week on-site, the rest remote
Workrate:
Full-time

Your Role:
As a Customer Journey Expert, you will play a key role in enhancing the digital customer experience. You’ll turn insights into concrete improvements and features, collaborating closely with IT teams, stakeholders, and other experts. You’ll support digital initiatives from start to finish, bringing structure and clarity to every step of the process.

Key Responsibilities:

• Contribute to digital transformation initiatives with a strong customer-centric approach

• Work on digital journeys, customer communications, and online banking functionalities

• Collaborate with cross-functional and international teams

• Define and document business requirements, user flows, and low-fidelity prototypes

• Write and execute test scenarios to ensure high-quality delivery

• Facilitate workshops and align requirements with stakeholders and developers

• Monitor and improve customer journeys based on data and feedback

• Keep up with digital trends and translate them into relevant improvements

Your Profile:

• Minimum 6 years of professional experience, including digital transformation or digital channels (B2B experience is a plus)

• Strong project management skills; able to deliver on time and manage priorities

• Highly structured in both thinking and execution

• Excellent stakeholder management and communication skills

• Fluent in Dutch or French and English

• Strong analytical mindset; able to extract insights from data

• Customer-focused, proactive, and autonomous

• Comfortable working with IT teams and in technical discussions

• Able to write clear business requirements, create user flows, and support agile delivery

• Quick learner, flexible, and curious about digital innovation and customer behavior