Expert Program Manager - Customer Journeys
Sector: Banking
Location: Brussels
Contract length: 24 months
Estimated daily rate (EUR): 800 - 950
Languages: Dutch · French · English
Estimated daily rates are Rivant market estimates for guidance — not a client rate card.
Role details
Start date: 2026-10-12
Duration: 24 months
Extension possible: Not specified
Education: Master's degree or equivalent by experience
Location detail: Brussels centre - hybrid ~50% on site / 50% homeworking. Remote/telework from Belgium only
About the role
A major Belgian bank's consumer-finance arm in Brussels needs an Expert Program Manager to lead the Benelux after-sales, customer-contact and pre-collection portfolio. You own the business vision, priorities and outcomes for voice, email, chatbot, self-care and assisted-service journeys, working closely with IT delivery, product owners and operations so digitalization, AI and operational transformation create measurable value.
Responsibilities
- Define and communicate a clear Benelux vision for after-sales, customer-contact and pre-collection journeys aligned with strategy and OKRs
- Own the cross-team product portfolio — prioritise initiatives, protect must-win and regulatory work, and track benefits with Product Owners and Finance
- Sponsor digitalization and AI use cases for contact channels (agent assistance, routing, virtual agents, self-care) with sound business cases and adoption
- Drive operational efficiency and transformation across customer service, partner servicing and amicable collection
- Integrate regulatory, security, continuity and asset-lifecycle requirements into the roadmap with IT, Risk and Compliance
- Lead the leadership team, develop Product Owners, raise Agile maturity and represent the portfolio in governance forums
Business experience
| Skill | Level | Priority |
|---|---|---|
| Senior business, operations, product, transformation or Agile leadership | 10+ years | Mandatory |
| Customer service, contact-centre, after-sales, pre-collection or collection journeys and their operational economics | Not specified | Mandatory |
| Digitalization, automation and AI-enabled change with measurable business outcomes | Not specified | Mandatory |
| Product vision, complex portfolio prioritisation and fact-based trade-offs across value, risk, cost and feasibility | Not specified | Mandatory |
| People leadership developing Product Owners or multidisciplinary teams | Not specified | Mandatory |
| Business and financial acumen — business cases, budget steering, cost-to-serve and benefit realisation | Not specified | Mandatory |
| Financial services or another regulated service environment | Not specified | Preferable |
Functional experience
| Skill | Level | Priority |
|---|---|---|
| Cross-portfolio roadmap ownership with IT, Risk, Compliance, Finance and operations partners | 10+ years | Mandatory |
| Strategic annual planning, quarterly business review and Agile planning cycles | Not specified | Mandatory |
| Regulatory and resilience obligations in consumer credit / AML / data retention contexts | Not specified | Preferable |
Technical experience
| Skill | Level | Priority |
|---|---|---|
| Enough technological depth to challenge architecture, integration, cloud, data, AI, security and asset-lifecycle choices with IT experts | Not specified | Mandatory |
| Agile principles and ceremonies with a pragmatic, delivery-oriented mindset | Not specified | Mandatory |
| Contact and digital-service platforms (e.g. cloud contact centre, chatbot/self-care, orchestration APIs) | Not specified | Preferable |
Language requirements
Dutch · French · English
| Language | Speaking | Reading | Writing | Mandatory |
|---|---|---|---|---|
| Dutch | Fluent | Fluent | Fluent | Yes |
| French | Fluent | Fluent | Fluent | Yes |
| English | Fluent | Fluent | Fluent | Yes |
Soft skills
- Helicopter view and strategic thinking while staying hands-on
- Decisive, transparent and accountable decision-making
- Strong communicator — diplomatic and customer-oriented
- Commercial awareness and value-driven prioritisation
- People leadership — motivate, develop and raise performance expectations
- Comfortable with ambiguity and complex cross-team dependencies
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