Cx & Innovation Expert

224

Belgium
+10 years experience in customer experience
Proven track record in large-scale cx strategies
Strong data literacy and voc analysis skills
Lead the definition of NPS ambition and steer the roadmap across segments, channels, and products to ensure organizational focus on customer priorities

Job Summary

  • Lead the definition of NPS ambition and steer the roadmap across segments, channels, and products to ensure organizational focus on customer priorities.
  • Translate Voice of the Customer data into clear priorities that challenge the status quo and identify systemic issues for improvement.
  • Embed a customer-obsessed culture by coaching teams, influencing senior stakeholders, and driving programs that shift mindsets towards customer-centric behavior.

Matching Summary

Lead the definition of NPS ambition and steer the roadmap across segments, channels, and products to ensure organizational focus on customer priorities.

Skills & Requirements

Must-have

  • +10 years experience in customer experience
  • Proven track record in large-scale CX strategies
  • Strong data literacy and VoC analysis skills
  • Experience navigating matrix multi-stakeholder environments
  • Solid change management and coaching capabilities

Nice-to-have

  • Service design principles application
  • Fluency in Dutch or French languages
  • Curious and experimental mindset
  • Storytelling and knowledge sharing skills
  • Mystery shopping insights utilization

Key Requirements

  • +10 year experience in customer experience or digital transformation
  • Fluency in English required
  • Dutch and/or French language proficiency is a strong plus

Work Rights

Not specified

Tailored Resume

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