The role sits in a customer servicing and efficiency programme at a major Belgian financial institution, delivering a secured written customer interactions initiative that replaces legacy email, chatbot and chat channels. You will apply program and change management frameworks such as Agile, Prince2 and ADKAR to define scope, KPIs and a delivery roadmap for a secure asynchronous chat and augmented messaging solution, working with architects, squads and IT teams.
The mission
The programme aims to provide a single secure channel for any use case where confidential data is exchanged between employees, clients or third parties, and to integrate that channel with request management tools such as ServiceNow. The technical landscape includes cross-functional squads, security and regulatory architects, and applications used by client service centres and branch networks; success is measured by delivery milestones, initiative KPIs and demonstrable reduction of unsecured written exchanges.
You will take end-to-end ownership of the initiative within an Agile delivery model. Day to day you will clarify and formalise scope and product expectations, prioritise opuses in a backlog, validate a roadmap with stakeholders and monitor KPIs, risks and dependencies. You will present progress and budget requests to middle and senior management and support product owners during ideation and refinement, ensuring alignment with the broader opti-channel strategy.
Your responsibilities
- Own and drive the initiative roadmap, delivering measurable value against defined KPIs and timelines.
- Define scope and success criteria, translate business needs into prioritized opuses and maintain a product backlog.
- Coordinate across squads, architects, security, regulatory and IT to remove blockers and ensure coherent technical and functional solutions.
- Monitor delivery status, risks, dependencies and budget usage, and report transparently to senior stakeholders.
- Coach and support product owners during refinement activities and ensure outcomes follow Agile practices and governance requirements.
- Ensure integration planning with messaging, ServiceNow and adjacent systems, and validate operational acceptance criteria before production rollout.
Your profile
Essential skills
- 10+ years of professional experience, with at least 5 years managing programmes or large projects across strategy, budget and dependency constraints.
- Proven capability in program and change management frameworks, including Agile, Prince2, ITIL and ADKAR.
- Strong technical and functional understanding to engage with architects and developers and make pragmatic trade-offs.
- Solid stakeholder management and influencing skills, with experience reporting to senior management.
- Analytical mindset with ability to define KPIs, break down complex problems and synthesise actionable plans.
- Results-oriented, autonomous and resilient under pressure.
Preferred skills
- Experience with augmented messaging solutions, asynchronous chat or AI-driven digital solutions.
- Previous experience in the banking sector or regulated environments.
Languages
- Dutch, C1
- French, C1
- English, C1
Education
- Master degree or equivalent experience