About this role
Job title: CX Strategy & Projects Lead - Customer Experience (Marketing & Communication)
About the Role
Belfius Banque Marketing & Communication seeks a Customer Experience CX Lead to pilot CX initiatives bank wide including MCRM Invitedesk, supervise cross functional transformation projects and ensure alignment with the client experience vision. The role will be the CX voice in discussions, coach teams, and translate customer feedback into concrete actions in a premium financial environment.
What You'll Do
- Lead CX strategy and cross bank projects including MCRM Invitedesk and ensure alignment with the customer experience vision
- Run coaching sessions and high impact workshops for Private Bankers and Wealth Managers; conduct local CX audits and share best practices
- Track Voice of the Customer KPIs, analyze impact on financial results, and translate feedback into tangible improvement actions
- Manage the end to end lifecycle of client events: concept, budget, briefs, pre and post communications, invoicing and liaison with partners
- Present to senior stakeholders and facilitate coaching in a Private House; identify improvement areas and convert them into concrete action plans with rigorous follow up
- Collaborate with various departments and the commercial network; adapt to a premium banking environment and deliver measurable field impact
What We're Looking For
- Excellent field coaching skills with natural authority; premium client service orientation and meticulous attention to detail
- Assertiveness with respect; high autonomy and flexibility to be on the field
- Analytical mindset with ability to translate opportunities into concrete actions
- Excellent verbal and written communication; strong stakeholder management and cross department collaboration
- Change management experience and ability to drive adoption of new practices
- Bilingual NL/FR; driving license
- Experience in a premium or financial environment; capable workshop facilitator delivering tangible field impact
Nice to Have
- Experience facilitating workshops and presenting to senior stakeholders
- Demonstrates ability to stand out and become a reference in the team
Compensation & Benefits
- Salary: attractive base supplemented by an innovative budget to use for personal preferences such as car, bike, PC, smartphone, tablet, rent or mortgage under certain conditions and extralegal benefits such as meal vouchers, product/service discounts, hospitalization insurance and group insurance
- Development: various trainings and career opportunities across the Belfius group
- Work life balance: flexible hours, hybrid office and home work, generous vacation days
- Workplace: modern Brussels based site with a gym, healthy restaurant and comfortable meeting spaces located near shopping street, Brussels Nord station and Rogier metro