What will you do?Do you enjoy designing and improving end-to-end customer experiences, and turning complex customer behaviours into simple, efficient and impactful journeys?Bnode is looking for a Project Manager Customer Journey to join its Design & Utilization team, where you will play a key role in improving the customer experience across our entire delivery ecosystem from checkout at the retailer to post-delivery interactions.This is a strategic, high-impact role at the heart of customer experience transformation, involving large end-to-end projects, a strong data-driven dimension, and the opportunity to directly influence journeys used by millions of customers.As Project Manager Customer Journey, you are responsible for managing and delivering complex transformation projects focused on improving the end-to-end customer experience.You act as the primary point of contact for project execution, delivery, and achievement of objectives, ensuring alignment between business needs, customer expectations, and operational realities.Key responsibilities :End-to-end customer journey ownershipAnalyse the full customer journey from checkout to the post-delivery experienceIdentify friction points at each stage (checkout, communication, delivery, post-delivery)Map customer behaviours and segment usage patternsCustomer experience optimisationDesign and lead concrete improvements to the customer journeyOptimise customer communicationsImprove customer support and guidance in case of delivery issuesContribute to reducing failed deliveries and improving overall customer satisfactionCollaboration with retailersWork closely with retailers and e-commerce partnersAnalyse checkout journeys and propose improvementsIncrease conversion rates while enhancing the customer experienceData analysis & performanceAnalyse customer behaviour and identify recurring patternsTranslate insights into actionable and measurable improvementsDefine and monitor performance KPIsProject & stakeholder managementDefine project scope, objectives, and detailed business and IT requirements, including clear and structured IT feature specificationsTranslate business needs into actionable functional requirements in collaboration with technical teams (IT, architecture, data, etc.)Build and maintain project planning (timeline, milestones, deliverables)Manage risks, dependencies, and priorities across all workstreamsDrive cross-functional collaboration between business, IT, and external partners to ensure alignment and effective executionCoordinate internal and external stakeholders throughout the project lifecycleEnsure delivery of project outcomes and proper project closure, including validation of requirements and acceptance criteriaCreate buy-in, alignment, and shared understanding among all stakeholdersWho are you?Master’s degree or equivalent experienceMinimum 5 years of experience in project management or customer experience improvementStrong knowledge of implementing organizational and IT-driven changes in complex, interdependent environments, ensuring alignment between business needs, technology, and stakeholder adoption.Comfortable working with data, KPIs and reporting tools.Good understanding of customer journeys and experience design principlesFluent in English and French or DutchStrong customer-centric mindset with the ability to put yourself in the end-user’s shoesAnalytical mindset and strong problem-solving capabilitiesAbility to structure and drive projects effectively in cross-functional environments, ensuring alignment and coordination across diverse teams and stakeholdersStructured and execution-oriented approachExcellent stakeholder management and communication skillsAbility to thrive in a dynamic and transforming environmentProactive, hands-on and solution-oriented mindsetWhat do we offer?Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:Meal vouchers of €8 per working dayHospitalization-, group- and disability insurancesA phone subscription, including 25GB dataA flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yoursPossibility to enter the Federal Mobility planWork/life balance, thanks to flexible working hours and the possibility to work from home20 days of statutory leave and 7 additional extralegal days offAn end-of-year and performance-based bonus and double holiday payMany benefits from more than 100 bpost-partners#bpost #bnode#LI-BP2Back to job list
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