Senior Program Manager, Customer Experience Transformation

Keystone Solutions; Brussel Hoofdstad; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Keystone Solutions seeks a seasoned Program Manager Business to lead the MyDay2Day Tribe for a major financial services client in the Benelux region. You will guide after-sales, customer contact journeys, and pre-collection operations, coordinating with IT, Risk, Compliance, and Finance to deliver measurable value.

This consultancy role requires 10+ years of senior leadership, a strong product/portfolio mindset, and a hands-on, delivery-focused approach in a regulated financial service context.

Qualifications

• At least 10 years of senior leadership experience in business, operations, product, transformation, or Agile leadership.
• Proven track record delivering digitalization, automation, and measurable business outcomes.
• Strong understanding of customer service, contact-center, after-sales, pre-collection, or collection journeys.
• Ability to define a product vision, prioritize a complex portfolio, and make fact-based trade-offs.

Responsibilities

• Define and communicate a Benelux vision for after-sales, customer contact, and pre-collection journeys.
• Translate feedback and data into a coherent product and transformation roadmap.
• Run the Tribe as a business, balancing value, cost-to-serve, risk, and P&L.
• Lead preparation and arbitration of planning cycles and governance events.
• Sponsor and scale CLEVER roadmap and Genesys capabilities across the Tribe.

Skills

Leadership

Agile leadership

Stakeholder management

Strategic thinking

Transformation delivery

People development

Decision making

Education

Master degree or equivalent by experience

Tools

Genesys Cloud

AS400

Contact Management Platform

OCR

Job description

Keystone Solutions seeks a seasoned Program Manager Business to lead the MyDay2Day Tribe for a major financial services client in the Benelux region. You will guide after-sales, customer contact journeys, and pre-collection operations, coordinating with IT, Risk, Compliance, and Finance to deliver measurable value.

This consultancy role requires 10+ years of senior leadership, a strong product/portfolio mindset, and a hands-on, delivery-focused approach in a regulated financial service context.