CX Strategy & Projects Lead

About the Role We are seeking a CX Strategy & Projects Lead to drive customer experience initiatives across Belfius Banque Marketing & Communication, Antwerp. You will be the CX voice in discussions, manage cross-functional CX projects, coach field teams, monitor customer satisfaction and translate feedback into concrete actions. You will also own client events end-to-end, ensuring impact and client understanding in a premium/financial environment. What You'll Do

• Lead CX strategy and cross-bank projects, ensuring alignment with the customer experience vision and acting as the CX voice in discussions.
• Coach and run high-impact field workshops with Private Bankers and Wealth Managers; perform local CX audits; provide personalized feedback and share best practices.
• Monitor CX KPIs, analyze impact on financial results and translate client feedback into concrete improvement actions.
• Manage the lifecycle of client events: concept, budget, briefings, pre/post communications, invoicing and partner management; design events that deliver real impact.
• Identify improvement areas, translate into concrete action plans and follow up with rigour; present to senior stakeholders and coach in Private House when needed.
• Be comfortable working on-site and on the ground, collaborating with various departments and the commercial network; demonstrate a premium service mindset and customer-centric approach. What We're Looking For
• Excellent field coaching with natural authority; strong customer service orientation and attention to detail.
• Assertive yet respectful communication; autonomy in organizing work and flexibility to be on-site frequently.
• Analytical mindset to detect opportunities and translate into actions; strong oral and written communication.
• Stakeholder management and change management experience; able to drive adoption of new practices.
• Bilingual Dutch/French; driving license. Nice to Have
• Experience in premium or financial environments; understanding client experience vs. service.
• Experienced workshop facilitator with tangible on-the-ground impact; ability to translate insights into concrete plans. Compensation & Benefits
• Permanent full-time contract with an attractive salary plus a personal budget (e.g., car, bike, PC, smartphone, tablet, housing loan/mortgage under certain conditions).
• Extra-legal benefits: meal vouchers, product/service discounts, hospitalisation and group insurance.
• Development opportunities across Belfius with training and career paths.
• Good work-life balance with flexible hours, hybrid work, and generous vacation days.
• Modern Brussels-based workplace with gym, healthy restaurant, comfortable meeting spaces, near major transport links (Bruxelles-Nord and Rogier).