Customer Journey Expert (Fintech)

TL;DR

Customer Journey Expert (Fintech): Designing and optimizing end-to-end mortgage journeys with an accent on process efficiency, digitalization, and automation. Focus on translating business needs into functional IT requirements, managing complex project roadmaps, and ensuring seamless experiences for both customers and internal advisors.

Location: Must be based in Bruxelles, Belgium

Company

A leading financial institution focused on digital transformation and customer-centric banking solutions.

What you will do

• Design end-to-end customer journeys for Lead-to-Cash and In-Life processes.
• Translate business requirements into clear, actionable functional analyses for IT development.
• Define and manage the squad roadmap for upcoming quarters.
• Collaborate with IT, Squad Masters, and Product Leads to deliver robust, scalable solutions.
• Ensure a balance between usability, operational efficiency, and commercial impact.
• Take end-to-end ownership of projects from initial design through testing and implementation.

Requirements

• Bachelor’s or Master’s degree with 3 to 5 years of relevant professional experience.
• Fluency in English and either Dutch or French is required.
• Proven experience in stakeholder management and project steering.
• Strong affinity with IT architecture and feature-level solution design.
• Solid command of Agile methodologies.
• Demonstrated ability to deliver new IT platforms within a modular landscape.

Nice to have

• Experience with automation techniques and AI-driven solutions.

Culture & Benefits

• Progressive and agile work environment valuing innovation over convention.
• Strong focus on craftsmanship, personal growth, and professional development.
• Multicultural team with a culture of transparency and inclusiveness.
• Opportunities to participate in internal ambassador programs and squads.
• Direct impact on customer happiness through intuitive digital journey design.