Online Customer Experience Manager

Context
The PC Banking Business program aims to further improve and extend the online platform of our company for corporates.
The Candidate will join the team "Business Engineering Channels for Enterprises" within the Business Operating Office (BOO) of CPBB where he/she will take the role of online customer experience manager for the PC Banking Business program.

Function Description
° Managing the end to end process with regards to usability tests. This includes coordination and set up of customer research, preparation of dry-runs, executing usability tests, analyze user feedback and deliver actionable feedback reports
° Supporting the business partners and project teams, making sure a user-centric approach is followed when designing new PC Banking Business functionalities
° Defining and reviewing screen designs and best practice customer journeys together with our business analysts
° Alignment with Customer Experience Centre of Excellence in order to assure the uniformity of the digital identity and CX across channels

Start Date asap
Duration 6 months (extension possible)

Location
Brussels

Required knowledge / Experience

Education
Bachelor or equivalent by experience

Languages Requirement
Dutch Mandatory
French Mandatory
English Mandatory

Experience
Minimum 3 years of professional experience in the usability domain

Technical Experience
Mandatory
° Expert reviews of online interfaces
° Usability testing
° Wire-framing and screen designs

Preferable
° Scrum
° Axure (or other prototyping software)
° Eye tracking

Business Experience
Mandatory
° Online platforms

Preferable
° Banking

Soft skills
° Team player
° Coordination and planning
° Coaching
° Quick self-starter and pro-active attitude
° Good Communication and Influencing skills
° Good analytical and synthesis skills
° Autonomy, commitment and perseverance
° Ability to work in a dynamic and multi-cultural environment