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Customer Journey Owner Specialist 

Start Date: ASAP

End Date: End of 2026 (quarterly contracts)

Work Schedule: Full-time with 2 office days per week Antwerp region

Required Languages: Fluency in Dutch or French is required, with a preference for Dutch; Proficiency in English

Role Description:

We are looking for a Customer Journey Owner Specialist with a strong technical and analytical focus. The consultant will support customer journey optimization by performing in-depth analyses, identifying friction points, and translating insights into concrete improvement initiatives across complex end-to-end customer processes. The role is part of the Product Journey – Customer Journey Solutions cluster and will work closely with customer journey owners, stakeholders, delivery teams, data teams, and IT teams. The focus is on understanding how customers move through processes and systems, identifying where issues occur, and driving data-driven improvements. This position requires a proactive professional who takes ownership, works independently, and is comfortable navigating a large and complex organization.

Responsibilities:

• Analyze customer journeys and identify operational and technical friction points across end-to-end customer processes.
• Investigate customer behavior, process performance, and system interactions to discover improvement opportunities.
• Perform deep-dive data analyses by directly accessing and querying data sources.
• Develop actionable recommendations and improvement proposals based on analytical findings.
• Collaborate with business, IT, delivery, and data teams to define and prioritize improvements.
• Gather, document, and communicate business and technical requirements.
• Support solution design discussions and validate end-to-end solutions with stakeholders.
• Monitor customer journey performance and continuously identify optimization opportunities.
• Communicate proactively with stakeholders regarding journey performance, pain points, and proposed solutions.

Requirements & Qualifications:

• Bachelor’s, Master’s, Engineering degree, or equivalent relevant experience.
• Minimum 3 to 5 years of relevant experience.
• Relevant experience in a large corporate environment involving complex systems, processes, and data landscapes.
• Strong analytical mindset with the ability to translate data into meaningful business insights and actions.
• Experience working with databases and writing queries to access and analyze data.
• Strong affinity with IT systems, technical processes, and solution design.
• Experience gathering requirements and translating business needs into clear solution proposals.
• Highly independent with a strong sense of ownership and accountability.
• Strong communication and stakeholder management skills.
• Ability to operate effectively in a cross-functional environment with multiple stakeholders.

Must-Have Skills:

• Strong analytical and problem-solving skills.
• SQL and/or experience writing queries against large datasets.
• Ability to analyze complex business processes and system interactions.
• Experience with requirements gathering and documentation.
• Strong technical affinity and understanding of enterprise systems.
• Ability to work independently and take ownership of deliverables.
• Strong verbal and written communication skills.
• Fluent Dutch or French combined with English. Preference for Dutch-speaking candidates.

Nice-to-Have Skills:

• Experience with Snowflake.
• Knowledge of Pega, Netcracker, and/or Fusion.
• Familiarity with Jira and Confluence.
• Background in IT, software development, or technical delivery environments.
• Experience with customer journey optimization, customer experience management, and process improvement initiatives.