Customer Journey Expert – Operational Excellence
CustomerJourneyExpert–OperationalExcellence
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Journey Expert – Operational Excellence at Customer Journey Expert – Operational Excellence. Skills: Customer Journey Design, Operational Excellence, Stakeholder Management, IT Delivery. Design end-to-end solutions. Design customer journeys”
What You'll Achieve.
Create seamless journeys; Create effortless experiences; Create tangible impact
Industry & Context.
Solution-oriented mindset
What They're Looking For.
Must Have
3 to 5 years of relevant professional experience, Proven experience in stakeholder management, Strong affinity with IT architecture, Demonstrated experience in translating business requirements into functional analyses, Proven track record in delivering new IT platforms, Solid command of Agile ways of working, Customer-, sales-, and employee-centric mindset, Strong project management capabilities, Solution-oriented mindset, Excellent communication skills, High level of ownership and drive, Courage to speak up, Fluency in English, Fluency in Dutch or French
Nice to Have
Experience with automation techniques, AI-driven solutions experience
What You'll Do.
Design end-to-end solutions
Design customer journeys
Support Lead-2-Cash process
Support Customer-In-Life management
Translate business needs into requirements
Shape requirements into IT deliverables
Ensure employee and customer experience
Take ownership of roadmap
Manage initial design through implementation
Conduct business analysis
Conduct functional analysis
Manage stakeholder management
How You'll Work.
Team & Collaboration
IT colleagues; Squad Master; Product Lead; Fellow CJE across tribe; Cross-functional collaboration environments
Communication Scope
Written communication; Verbal communication
Process & Methodology
Roadmap definition, Agile ways of working, Project management capabilities
Full Job Description
**Customer Journey Expert – Operational Excellence - Tribe Home** **[Belgium, full time]** **Your role & work environment: CJE Squad “Operational Excellence” ** You will take on the role of **Customer Journey Expert** within the domain **Process Efficiency**. This domain consists of two squads: * **Resilience & (NB) Platform** — the squad that enables employee satisfaction by providing reliable, stable and future‑proof tooling and journeys. * **Operational Excellence** — the squad that designs and builds the mortgage journey of the future, leveraging smart automation and digitalisation to remove friction and create effortless experiences. As a **Customer Journey Expert** , you improve — together with your IT colleagues — the **Lead 2 Cash** and **In Life** journeys. You are the guardian of the customer experience: you design solutions that create a top‑tier, seamless journey for our customers, while ensuring our employees (home advisors and CLT-members) can rely on robust, efficient and user‑friendly tools to support them. You are **end‑responsible** for analysing, testing and delivering the projects within your scope. Together with your **Squad Master** and **Product Lead** , you define the squad’s roadmap for the running quarter and the next two quarters, ensuring a continuous and well‑prepared pipeline for both IT development and business analysis. You maintain close alignment with your fellow CJE across the tribe to guarantee consistency and cross‑journey coherence **Your key responsibilities** As a Customer Journey Expert * You design end‑to‑end solutions and customer journeys that bring the _dream home_ experience to life — seamlessly supporting both the **Lead‑2‑Cash** process and **Customer‑In‑Life** management. * You translate business needs into clear, actionable requirements and shape them into well‑defined IT deliverables that guide development with precision. * You ensure an excellent and reliable employee and customer experience, continuously balancing
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