Senior Business Transformation Lead - AI & Customer Service

Asenium Consulting; Brussel; Hybrid; EUR 110,000 - 140,000; Full time

Job summary

Asenium Consulting seeks a senior leader to define the business vision and transformation roadmap for customer contact, after-sales, pre-collection and amicable collection. You will prioritise cross-squad portfolios and lead annual and quarterly planning, balancing value, risk, cost and capacity.

Hybrid work in Brussels with 50% on-site and 50% homeworking. Drive Genesys Cloud, AI and self-service initiatives to improve journeys and reduce avoidable contacts, delivering measurable efficiencies

Qualifications

• 10+ years in senior leadership roles with transformation or Agile delivery.
• Master’s degree or equivalent professional experience.
• Strong understanding of customer service and contact-centre economics.

Responsibilities

• Define the business vision and transformation roadmap for customer contact, after-sales, pre-collection and amicable collection.
• Prioritize the cross-squad portfolio and lead annual and quarterly planning, balancing value, risk, cost and capacity.
• Drive Genesys Cloud, AI, chatbot and self-service initiatives to improve customer journeys and reduce avoidable contacts.
• Deliver operational efficiencies through simplification, automation and standardization, ensuring readiness, adoption and measurable benefits.
• Embed regulatory requirements and partner with IT, Risk and Compliance on resilience, security and asset lifecycle governance.
• Lead and develop Product Owners, align multidisciplinary squads and strengthen Agile maturity.
• Manage cross-Tribe dependencies, advise senior management and report on value, budgets, delivery and risks.

Skills

Senior leadership

Stakeholder management

Agile / Scrum

Product Owner coaching

Education

Master’s degree

Job description

Asenium Consulting seeks a senior leader to define the business vision and transformation roadmap for customer contact, after-sales, pre-collection and amicable collection. You will prioritise cross-squad portfolios and lead annual and quarterly planning, balancing value, risk, cost and capacity.

Hybrid work in Brussels with 50% on-site and 50% homeworking. Drive Genesys Cloud, AI and self-service initiatives to improve journeys and reduce avoidable contacts, delivering measurable efficiencies