About Serge
“I think like a strategist, act like a designer, and build like an architect”
“As a Service Designer / Business and Functional Analyst, I have the head of a business person, the heart of a designer, and the ability to understand and communicate across the full lifecycle of a product/service”
Business Engineer with over 18 years of experience, including Web/Mobile Technology, Human-Centered Design, Service Design, Innovation, Entrepreneurship, Project Management and Finance.
Some topics I know something about: “Web and Mobile Technology - Business and Functional analysis - Project Management - Agile - Prince 2 - Design Thinking - Service Design - Digital Transformation - Workshop Facilitation – Human-Centered Design - User Experience - Customer Journey Map - Ideation - Service Blue Print - Concept Design - Product Innovation - Rapid Prototyping - IT Architecture - IT Project Management - ERP - CRM - Data Analysis - SQL - Financial Modelling - Project Under High Uncertainty - AI Business Strategy.
French
Native or bilingual
English
Fluent
Portuguese
Conversational
Spanish
Conversational
Dutch
Basic
Can work on-site
Bruxelles (up to 10km)
Experience
- RVA/ONEM (Belgian Government Social Security Services)Functional Analyst / Service DesignerPUBLIC SECTORAugust 2022 - September 2025 (3 years and 1 month)Brussels, Belgium- Collaborated as a Functional Analyst in an Agile Scrum Team for the "Career Break" application portfolio- Managed the end-to-end lifecycle of new features, from "design / dev / test / implement / learn and improve" ensuring reliable delivery and rapid feedback loops.- Contributed to backlog refinement and prioritization, ensuring alignment between multiple stakeholders.- Enhanced operational efficiency by contributing to the optimization of the Request for Change (RFC) process, improving transparency, and traceability across the IT department.- Provided foundational inputs for an AI LLM Documentation Bot project, using Artificial Intelligence to automate information retrieval and improve knowledge access.
- Stater Belgium (Mortgage Servicing)Interim Project ManagerBANKING AND INSURANCEMarch 2022 - June 2022 (3 months)Brussels, Belgium- Worked internally for the Innovation department and collaborated directly with the CIO and the IT department.- Managed the upgrade for document automation applications by defining project scope/roadmap and by coordinating with involved stakeholders.- Designed a test strategy and identified the right tool to automate the testing of more than 10k letter templates.- Contributed to the redesign of Request for Change (RFC) to improve agility and transparency.
- Banque Crelan (Retail Banking)Mobile Application Program Manager / Service DesignerBANKING AND INSURANCEJuly 2020 - July 2021 (1 year)Brussels, Belgium- Worked with C-level executives to support Crelan in its digital transformation and integration efforts.- Contributed to the definition and design of the digital strategy for Crelan before AXA Bank integration (European Central Bank documentation to validate the integration).- Responsible for the joint program and for defining business requirements for the future bank mobile app.- Managed cross-functional teams, facilitated workshops, and collaborated with stakeholders of both organisations.- Supported the selection of the right digital customer care tools to ensure high customer satisfaction after AXA Bank integration.
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Education
- Master in Business EngineeringSolvay Brussels School2007The program is Solvay's flagship master's degree, emphasizing a quantitative and analytical approach to business. It aims to create "business engineers" who can tackle complex business problems from a multi-faceted perspective. Key competencies developed include: Strong Technical and Analytical Background: Students gain deep knowledge in all major fields of management, such as finance, accounting, strategy, marketing, and operations. Quantitative Methods: The curriculum heavily integrates quantitative methods, including mathematics, statistics, econometrics, and data management/analytics. Technology and Innovation: There is a significant focus on understanding how technological innovation and digital business systems work and how they drive change in companies. Management and Decision Making: Graduates are equipped with the skills necessary for collaborative work, management, and strategic decision-making in all areas of an organization.
Certifications
- Certificate in Digital Marketing and Web 2.0Ichec Enterprise 20122012
- Project Management CertificationPrince22011