Squad Master & Customer Journey Expert for Operational Excellence

TL;DR

Squad Master & Customer Journey Expert for Operational Excellence (customer journeys and Agile delivery): Designing end-to-end home-buying and home-owning customer journeys and delivering digital solutions with an accent on business analysis, functional requirements, and operational efficiency. Focus on coordinating a 12–15-person squad, managing roadmaps and backlogs, and solving delivery, dependency, and stakeholder challenges across business and IT.

Location: Brussels, Belgium; hybrid working. Residence in Belgium is required.

Company

hirify.global is part of ING, a banking group focused on digital financial products and customer experiences.

What you will do

• Design end-to-end customer journeys and solutions supporting Lead-2-Cash and Customer-In-Life processes.
• Translate business needs into clear functional requirements and IT deliverables.
• Own the roadmap from design through implementation, including analysis, testing, and stakeholder management.
• Coordinate a 12–15-person squad, facilitating Agile ceremonies and maintaining priorities, commitments, and dependencies.
• Manage the squad roadmap and backlog across the current and following two quarters with the Product Lead.
• Oversee delivery governance, reporting, capacity planning, risks, impediments, and business impact.

Requirements

• Bachelor’s or Master’s degree.
• 3–5 years of relevant experience as a Product Owner, Squad Lead, Team Lead, or in a similar role.
• Residence in Belgium, fluency in English, and either Dutch or French are required.
• Strong stakeholder management, business analysis, and functional requirements expertise.
• Experience leading and motivating teams in collaborative environments.
• Experience with Agile delivery, backlog management, prioritization, IT architecture, and digital platform delivery.

Nice to have

• Experience in banking or financial services.
• Hands-on experience with automation, process optimization, or AI-driven solutions.
• Strategic thinking combined with a hands-on delivery mindset and continuous improvement orientation.

Culture & Benefits

• Hybrid working in an informal environment with innovative colleagues.
• Flex Budget and profit sharing.
• 20 statutory holidays plus additional annual leave, public holidays, and bank holidays.
• Reimbursement of train or bus passes, telephone subscription, and internet allowance.
• Pension plan and opportunities for personal growth.

Hiring process

• Submit a CV and motivation letter through the application process.
• Contact the recruiter with questions about the role.