As Initiative Owner Secured Written Customer Interactions, you will take end-to-end ownership of a strategic initiative within a major financial institution’s Customer Servicing and Efficiency domain. Your focus will be to shape and deliver a secure written interaction solution for sensitive customer and third-party exchanges, while modernising existing written channels and enabling asynchronous chat. You will define the initiative’s vision and value, translate stakeholder needs into a clear scope, structure the work into deliverable components, and drive a prioritised roadmap from ideation to production.
You will thrive in this role if you enjoy operating at the intersection of business, technology, security and risk, and if you can align diverse stakeholders around shared outcomes. The position is based in Brussels with a hybrid setup (around 2 to 3 days per week on-site). You are comfortable engaging with architects, IT teams and governance bodies, and you can communicate clearly with senior management, including executive audiences. A fluent command of Dutch and French is required, along with fluency in English, as you will collaborate across multilingual teams and group-level guidelines.
Required Skills
- Program and project management
- Change management frameworks (Agile, PRINCE2, ITIL, ADKAR)
- Technical and functional understanding (ability to interface with architects and delivery teams)
- Business and customer-centric mindset
- Stakeholder management
- Risk, dependency and delivery tracking
Nice-to-Have Skills
- Backlog management and prioritisation
- KPI definition and value tracking
- Budget request and follow-up in SAP
- Knowledge of secure messaging, augmented messaging, AI or digital interaction solutions
- Experience in the banking or financial services sector
What's next?
The people who do well here are the ones who saw themselves in this description. Not because they match every line, but because the mission felt right for them.