Senior Product Manager — AI-Driven Customer Experience

Everience Group; Brussel Hoofdstad; On-site; EUR 150,000 - 190,000; Full time

Job summary

Everience Group seeks a seasoned leader to head customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the vision, priorities, and value delivery, collaborating with IT, Product Owners and operations to generate real customer, partner and employee value.

You will shape a multi-squad product portfolio, drive AI-enabled digitalization, and manage regulatory risks with senior stakeholders.

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 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 feedback, data and regulatory priorities into a coherent roadmap.
• Run the 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 annual and quarterly planning and business review cycles.
• 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 and develop digital initiatives that simplify journeys and reduce avoidable contacts.
• 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 into the roadmap and manage security, obsolescence, incident and continuity risks.

Skills

Agile leadership

Stakeholder management

Vision & strategy

People leadership

Communication

Education

Master's degree

Job description

Everience Group seeks a seasoned leader to head customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the vision, priorities, and value delivery, collaborating with IT, Product Owners and operations to generate real customer, partner and employee value.

You will shape a multi-squad product portfolio, drive AI-enabled digitalization, and manage regulatory risks with senior stakeholders.