Head of AI-Driven Customer Journeys

Everience; Brussel Hoofdstad; On-site; EUR 120,000 - 150,000; Full time

Job summary

Everience in Belgium/Netherlands leads a multidisciplinary team responsible for customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the business vision, priorities and results, collaborating with IT, Product Owners and operations to deliver value for customers, partners and employees.

Your missions include defining a clear vision for journeys, turning feedback and regulatory priorities into a roadmap, and running annual and quarterly planning to

Qualifications

• Master’s degree or equivalent by experience
• At least 10 years of relevant experience
• Proven experience in a senior business, operations, product, transformation or Agile leadership role, preferably in a regulated service environment
• Strong understanding of customer service, contact-center, after-sales or collection journeys and their economics
• Track record in delivering digitalization, automation and AI-enabled change with measurable results
• Ability to define a product vision, prioritize a complex portfolio and make fact-based trade-offs
• Strong people leadership skills, with experience developing Product Owners or multidisciplinary teams
• Ability to engage, influence and challenge executive management and operational stakeholders
• Solid business and financial skills (business cases, budget steering, cost-to-serve, benefit realization)
• Enough technical understanding to challenge architecture, integration, cloud, data, AI and security choices alongside IT experts
• Strong command of Agile principles, with a pragmatic, delivery-oriented mindset
• Strong written and spoken communication in Dutch, French and English

Responsibilities

• Define and share a clear vision for customer contact, after-sales and pre-collection journeys
• Turn customer, partner and employee feedback, operational data and regulatory priorities into a coherent roadmap
• Run your area like a business: balance customer satisfaction, service quality, cost, risk and investment
• Advise senior management on priorities, trade-offs, dependencies and risks
• Own the product portfolio across squads and prioritize initiatives and features based on value
• Lead the annual and quarterly planning and business review cycles
• Make transparent choices when demand exceeds capacity
• Define and track expected benefits, adoption goals and outcomes with Product Owners and Finance
• Drive the responsible roll-out of AI and automation in the contact center (agent assistance, call summaries, routing, virtual agents)
• Develop chatbot, self-care, voice, email and digital-contact initiatives that simplify journeys and reduce avoidable contacts
• Make sure each use case has a solid business case, a viable architecture and real operational adoption
• Use customer and operational insights to improve first-contact resolution, accessibility, NPS and digital usage
• Identify and deliver measurable efficiency gains across customer service, partner servicing and collection activities
• Support the operational transformation roadmap through process simplification, automation and standardization
• Work with Operations to secure readiness, training, adoption and benefit realization
• Challenge activities that don’t bring enough value, quality, compliance or efficiency
• Integrate regulatory requirements (consumer credit, AML, data retention) into the roadmap
• Work with IT, Risk, Compliance and Experts to manage security, obsolescence, incident and continuity risks
• Escalate delivery, capacity or governance risks early and define clear actions
• Lead the Tribe Leadership Team and create a safe, demanding and inspiring environment
• Directly manage and develop the Product Owners
• Strengthen Agile maturity through disciplined ceremonies, outcome-based steering and continuous learning
• Manage dependencies with other Tribes and build strong relationships with Operations, IT, Risk, Compliance, Finance, Data and external partners
• Report on value, delivery, budget, risks and decisions needed
• Customer-centric and value-driven
• Strategic, but hands-on and pragmatic
• Decisive, transparent and accountable
• Comfortable with ambiguity and complex dependencies
• Able to inspire commitment, build psychological safety and raise performance standards
• Curious, innovative and open to learning from evidence and mistakes
• Strong communicator, diplomatic and a good team player

Job description

Everience in Belgium/Netherlands leads a multidisciplinary team responsible for customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the business vision, priorities and results, collaborating with IT, Product Owners and operations to deliver value for customers, partners and employees.

Your missions include defining a clear vision for journeys, turning feedback and regulatory priorities into a roadmap, and running annual and quarterly planning to