Customer Journey Expert Operational Excellence - Tribe Home

[Belgium, full time]

Your role & work environment: CJE Squad Operational Excellence

You will take on the role of Customer Journey Expert within the domain Process Efficiency.

This domain consists of two squads:

• Resilience & (NB) Platform the squad that enables employee satisfaction by providing reliable, stable and futureproof tooling and journeys.
• Operational Excellence the squad that designs and builds the mortgage journey of the future, leveraging smart automation and digitalisation to remove friction and create effortless experiences.

As a Customer Journey Expert, you improve together with your IT colleagues the Lead 2 Cash and In Life journeys. You are the guardian of the customer experience: you design solutions that create a toptier, seamless journey for our customers, while ensuring our employees (home advisors and CLT-members) can rely on robust, efficient and userfriendly tools to support them.

You are endresponsible for analysing, testing and delivering the projects within your scope.
Together with your Squad Master and Product Lead, you define the squads roadmap for the running quarter and the next two quarters, ensuring a continuous and wellprepared pipeline for both IT development and business analysis. You maintain close alignment with your fellow CJE across the tribe to guarantee consistency and crossjourney coherence

Your key responsibilities

As a Customer Journey Expert

• You design endtoend solutions and customer journeys that bring the dream home experience to life seamlessly supporting both the Lead2Cash process and CustomerInLife management.
• You translate business needs into clear, actionable requirements and shape them into welldefined IT deliverables that guide development with precision.
• You ensure an excellent and reliable employee and customer experience, continuously balancing usability, operational efficiency and commercial impact.
• You take full endtoend ownership of your roadmap from initial design through implementation including business and functional analysis, testing, and stakeholder management.

We look for:

You are a colleague with a natural talent for taking it on and making it happen someone who brings energy, ownership and initiative to every challenge. You help others succeed, stay a step ahead, and consistently turn fresh ideas into meaningful impact. You thrive in a fastmoving, complex environment where curiosity, adaptability and collaboration are essential. You listen actively, invest in others, challenge the status quo, and propose creative, wellreasoned solutions that move the organisation forward.

More specifically, you bring:

• Proven experience in stakeholder management, with the ability to persuade, align, and secure commitment across diverse audiences.
• Strong affinity with IT architecture and feature-level solution design, ensuring business requirements translate into robust and scalable delivery.
• Demonstrated experience in translating business requirements into functional analyses, delivering clear documentation to enable effective development execution.
• Proven track record in delivering new IT platforms within a modular architectural landscape.
• Experience with automation techniques, including AI-driven solutions, is considered a strong asset.
• Solid command of Agile ways of working, consistently applying Agile principles in day-to-day activities.
• Customer-, sales-, and employee-centric mindset, thriving in cross-functional collaboration environments.
• Strong project management capabilities, with the ability to steer complex initiatives end-to-end.
• Solution-oriented mindset, relentlessly focused on achieving the best outcome, including thinking beyond conventional approaches.
• Excellent communication skills, both written and verbal.
• High level of ownership and drive, with the ambition to create tangible impact for customers and employees.
• Courage to speak up, challenge assumptions, and bring clarity to complex situations.
• Fluency in English and either Dutch or French.
• Bachelors or Masters degree, complemented by 3 to 5 years of relevant professional experience.

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

       The possibility to actively steer the digitalization of customer and employee facing journeys

       An informal, dynamic environment with innovative colleagues supporting your endeavors

       A progressive and agile way of working, where new ideas are valued ahead of convention

       A well-functioning multi-cultural team with a good team spirit

Furthermore, within Tribe Home & Collections, you can count on a range of opportunities to invest in your personal and professional growth with:

       High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter

       We actively support your ambitions beyond your role (OHI-ambassadors, CX-ambassadors, Fun Squad members, )

       Direct impact on the everyday happiness of our customers Reducing friction & boosting guidance by making the journey intuitively and accessible for all  

       Variety & complexity: from working with IT to developing new products, from digital customer experience to safety & compliance

       Culture of transparency & inclusiveness: we may not be able to guarantee the future, but we share every step of the way