Description

Results-driven leader with over a decade of hands-on experience in delivering transformative projects and optimizing customer experience initiatives within the financial sector. Expertise in driving digital transformation, leveraging Agile, SCRUM, and PRINCE2 methodologies. Proven track record in managing contact center setups, digital projects, implementing conversational AI/Digital assistant, and aligning cross-functional teams to deliver measurable outcomes in complex settings. Passionate about fostering collaboration and transparent leadership.

Industry field of expertise

Languages

French
Native or bilingual
Dutch
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Antwerpen (up to 50km), Bruxelles (up to 10km), Gand (up to 10km)

You.Cx
Independent Consultant - Founder
July 2018 - Today (7 years and 11 months)
Antwerp, Belgium
You.Cx partners with companies ready to transform their customer experience. With a straightforward, no-nonsense approach, we champion co-creation—because you know your business, and customer experience is our expertise. Let’s make an impact together and develop Your Cx!

With over 20 years of experience driving digital transformation in customer services, we have developed the expertise to deliver a holistic approach that drives your transformation with agility, aligned to your priorities and maximizing business value.

We offer a wide range of services, with total commitment from our team members, enabling you to deliver exceptional customer experiences, streamline operations, and focus on achieving your strategic goals with confidence.
Client Center, BDP
Program Manager
January 2022 - July 2024 (2 years and 6 months)
• Led the setup of a full virtual branch for BDP's mass affluent segment, defining the strategy, goals, and KPIs for the future organisation.
• Guided operational and technological assessments, implementing a Cisco call platform and integrating it with MS Dynamics for a seamless customer service experience (MS Dynamics - Customer services/Workplace module).
• Ensured the role of Scrum master during the implementation
• Provided customer support analysis for the "to be" DPNxt app.
• Managed the migration of 3,000+ clients from a private banking model to a centralized team, overseeing communication, system changes, and aftercare.
• Drove cultural and behavioural change initiatives using the ADKAR model and implement an operational excellence action plan in collaboration with the management.
Belfius
Project Manager Digital Programs
November 2018 - January 2022 (3 years and 2 months)
Brussels, Belgium
Digital enable banker - Customer search implementation on the new in-house user font end. Defined data model for search functionalities within the new core banking governance. Create data ingestion roadmap for the searchable customer data.
Defined the 2020-2025 roadmap for the contact center channel strategy, reducing live interactions by shifting to self-service channels and chatbots. Improving first time right in requests handling while reducing operational costs.
Managed key projects including Digital assistant implementation (https://www.belfius.be/retail/fr/contact/chatbot/index.aspx) and positioning (DAFEP Project Phase 1/2), Quality engagement management (WEM-Verint), and co-browsing implementation (Glia).
Optimized Belfius’ contact center platform with Genesys and in-house CRM integration, aligning business and IT teams for successful delivery.