CX & Innovation Lead for Insurance Services

EY; Diegem; Hybride; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Company car

Health insurance

Pension plan

Meal vouchers

Eco vouchers

Flex plan

Mobility budget

Flexible working hours

Résumé du poste

EY Consulting is a fast-moving, high-growth area within EY, offering leadership opportunities in shaping customer experience and value propositions for the insurance sector. The role leads innovation initiatives, guides cross-functional teams, and drives the development of new services and propositions to improve customer satisfaction and sustainable growth.

You will own the innovation agenda, translate insights into requirements, and build business cases while leveraging AI trends for client

Qualifications

• Masters degree in Business, Economics, Service Design, or related field.
• 6+ years in innovation management or service design, including leading cross-functional teams.
• Experience delivering for external clients.
• Strong research and analysis skills; basic prototyping and design tools (e.g. Figma, Miro).
• Excellent written and verbal communication; strong interpersonal skills.
• Ability to collaborate in a team and adapt to changing priorities.
• Interest in AI trends in a professional context.
• Proficiency in Dutch or French and English.

Responsabilités

• Apply human-centred design to identify user needs and translate insights into opportunities for improved services.
• Map end-to-end journeys, develop personas, journey maps and service blueprints.
• Lead cross-functional teams, own the innovation roadmap and foster collaboration.
• Conceptualize and test concepts to validate feasibility and impact; UX design with designers.
• Translate insights into actionable requirements and strategies with clear success metrics.
• Facilitate workshops and communicate ideas to senior stakeholders; drive engagement and buy-in.
• Monitor performance and continuously improve services using feedback and best practices.
• Build high-level business cases to translate concepts into measurable value and outcomes.
• Research and analytics to interpret user needs and frame problems.

Connaissances

User-centred design

Design thinking

Agile methodologies

AI trends

Dutch/French/English

Stakeholder management

Leadership

Formation

Masters degree in Business, Economics, Service Design, or related field

Outils

Figma

Miro

Description du poste

EY Consulting is a fast-moving, high-growth area within EY, offering leadership opportunities in shaping customer experience and value propositions for the insurance sector. The role leads innovation initiatives, guides cross-functional teams, and drives the development of new services and propositions to improve customer satisfaction and sustainable growth.

You will own the innovation agenda, translate insights into requirements, and build business cases while leveraging AI trends for client