Tribe Lead, MyDay2Day Benelux - Customer Journeys

Adjugo; Brussel Hoofdstad; Hybrid; EUR 150,000 - 210,000; Full time

Job summary

BNP Paribas Personal Finance Benelux is seeking a Tribe Lead to own the MyDay2Day portfolio across Belgium and the Netherlands. You will drive strategy, governance and performance for after-sales, customer contact and pre-collection journeys, partnering with IT, risk, finance and senior stakeholders.

You will lead Product Owners, nurture Agile maturity and ensure benefit realization, while overseeing budgets, governance and change enablement across the Benelux region.

Qualifications

• Master degree or equivalent by experience.
• Ten years relevant experience.
• Senior business leadership experience.
• Strong understanding of customer service, contact-center, after-sales, pre-collection or collection journeys and their operational economics.
• Demonstrated track record in delivering digitalization, automation, AI-enabled change and measurable business outcomes.

Responsibilities

• Define a Benelux vision for after-sales and customer contact journeys aligned with strategy and OKRs.
• Translate feedback and data into a coherent product and transformation roadmap.
• Run the Tribe as a business, balancing advocacy, service quality and cost-to-serve.
• Advise executives on priorities, trade-offs and risks within the MyDay2Day scope.
• Own cross-squad portfolio and maximize value through prioritization of initiatives and features.
• Lead Strategic Annual Planning, Quarterly Business Review and Agile Planning cycles.

Skills

Senior leadership

Product Owner leadership

Agile leadership

Stakeholder management

Strategic planning

Financial acumen

Regulatory awareness

French-English fluency

Education

Master degree or equivalent by experience

Tools

Genesys Cloud

AS400

ERI

Reader API

Task API

AOF

Rflow

OCR

K+ capabilities

Job description

BNP Paribas Personal Finance Benelux is seeking a Tribe Lead to own the MyDay2Day portfolio across Belgium and the Netherlands. You will drive strategy, governance and performance for after-sales, customer contact and pre-collection journeys, partnering with IT, risk, finance and senior stakeholders.

You will lead Product Owners, nurture Agile maturity and ensure benefit realization, while overseeing budgets, governance and change enablement across the Benelux region.