AI-Driven CX & Service Transformation Lead

Everience Benelux; Brussel; On-site; EUR 120,000 - 180,000; Full time

Job summary

Everience Benelux is seeking a senior leader to head a multidisciplinary team responsible for customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the vision, priorities and outcomes, collaborating with IT, Product Owners and operations to deliver real value for customers, partners and employees.

You will define the product portfolio, lead planning cycles, drive responsible AI and automation in the contact center, and ensure measurable benefits

Qualifications

• 10+ years of relevant experience
• Senior leadership in business/operations/product
• Experience in regulated service environments
• Strong understanding of contact‑center economics
• Proven digitalization and AI change delivery
• Ability to define a product vision and prioritize a complex portfolio
• People leadership for Product Owners or multidisciplinary teams
• Engage, influence and challenge executive management
• Financial acumen: budgets, cost-to-serve, benefit realisation
• Technical understanding to challenge architecture, integration, cloud, data, AI and security
• Strong Agile principles and delivery focus
• Fluent in Dutch, French and English

Responsibilities

• Define and share a clear vision for customer contact, after-sales and pre-collection journeys
• Own product portfolio across squads and prioritize initiatives by value
• Lead annual and quarterly planning and business review cycles
• Drive the responsible roll-out of AI and automation in the contact center
• Ensure solid business case, architecture viability and operational adoption
• Lead the Tribe Leadership Team and develop Product Owners
• Report on value, delivery, budget, risks and decisions needed

Skills

Product leadership

Agile leadership

Stakeholder management

Digital transformation

AI & automation

Budget management

Education

Master’s degree or equivalent

Tools

Jira

Power BI

CRM systems

Job description

Everience Benelux is seeking a senior leader to head a multidisciplinary team responsible for customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the vision, priorities and outcomes, collaborating with IT, Product Owners and operations to deliver real value for customers, partners and employees.

You will define the product portfolio, lead planning cycles, drive responsible AI and automation in the contact center, and ensure measurable benefits