CX Project Manager

As a Project Manager, you will take the full ownership of leading and delivering projects from initiation to completion, ensuring delivery within deadlines, budget, scope, and quality. You will coordinate internal and external stakeholders, manage partners, and regularly monitor the progress of the projects.

As a member of the CX (customer experience) team, you will ensure that the customer experience standards defined in the Customer Journey (CJ), E2E processes, and Business Analysts (BA) requirements are respected throughout the project. You will be also responsible for escalating customer experience impacts to the Customer Journey Lead, who will make the appropriate decisions based on the impact on the customer experience.

Your responsibilities:

• Project Lifecycle Management: Manage the complete lifecycle of large-scale projects to ensure delivery on time, within budget, scope, and quality. This includes thorough planning, coordination, and execution of all project stages, ensuring all deliverables are met with excellence.
• Project Management Plan Development: Develop a Project Management Plan covering project organization, roles and responsibilities, schedules, budget, risk, and quality management, ensuring customer experience (CX) aspects are considered and integrated as needed.
• Team Leadership and Motivation: Gather, lead, and motivate project team members, ensuring they work effectively towards the agreed targets. The PM ensures the team understands the broader CX goals and integrates them into their work.
• Stakeholder Engagement Management: Manage and control stakeholder engagement throughout the project lifecycle, ensuring regular communication and updates to keep everyone aligned with project goals, timelines, and customer experience objectives.
• Change/Transition Management: Develop a change/transition management plan to ensure a smooth transition after project implementation. The PM ensures any changes are managed without affecting the overall project quality or customer experience, escalating CX impacts to the relevant decision-makers.
• Monitoring and Reporting: Track and communicate project progress against the defined plan, requirements, quality measures, and milestones.
• Business Case Development (When Applicable): Build a business case when required for the project delivery, aligning with organizational goals, customer needs, and ensuring a positive impact on customer experience.

Your profile:

• Proven experience in project management, with at least 3 years in a similar role and expertise in delivering projects on time, within budget, and on scope.
• Experience in managing large-scale projects, with both internal and external teams.
• Proficiency in project management tools (MS Project, JIRA, Trello) for creating retro planning and tracking progress.
• Knowledge of project management methodologies (Agile, Waterfall).
• Strong analytical skills for monitoring project key performance indicators (KPIs).
• Ability to motivate and lead teams towards goals while maintaining a customer focus.
• Customer-Oriented & Proactive Attitude: Always focused on the customer and responsive to challenges.
• Ability to propose innovative solutions and persuade stakeholders to prioritize customer experience.
• Strong ability to build relationships and influence stakeholders, ensuring alignment with CX priorities.
• Excellent communication and presentation skills.
• Fluent English and French or Dutch.

We offer:

You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.

Inspired? Please submit your CV, and we will get back to you to discuss the next steps.