Customer obsession lead

Monizze is a leading provider of electronic meal vouchers, eco-vouchers, gift cards, sport & culture vouchers and innovative platforms for smart rewards. Our mission is to deliver excellent services that redefine customer experience. As part of this commitment, we are excited to introduce a Customer Obsession Transformation lead role — a unique opportunity to transform and future-proof our processes, ensuring seamless support, while putting our  customers at the center of our reflexions. 

In this role, you will serve as a critical liaison between our Operations team and technical teams, playing a pivotal part in driving process excellence, innovation, automation and robotisation while preserving the personal touch that defines Monizze. 

Your advantages first

💪 Your purchasing power is optimized - the moto is true for clients & employees

🌴 30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
🚙 A mobility budget

🌍 Work from abroad up to 4 weeks a year (after 6 months @ Monizze)

🧇 Belgian roots, mindset & attitude: a cool and informal atmosphere - one of the best things since waffles

🚀 Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect

🧠 Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)

👪 Your health and your family's health is covered by our hospitalization insurance

✨ Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments

🏠 Homeworking opportunities and overall flexibility

🧳 A yearly trip with all your colleagues to celebrate our achievements

➕ We do much more for our employees, but we needed space to describe the job! We'd love to tell you about it though, so ask us!

What we are looking for :

·   Analyze and innovate: Map and assess current Customer Journey business processes, identifying pain points, gaps, and opportunities. Propose both incremental and transformative improvements based on data-driven insights, industry best practices, and stakeholder feedback.

·    Strategize and execute: Build and maintain a comprehensive Customer Journey roadmap to prioritize and plan changes and improvements. Ensure alignment with Monizze’s broader strategic goals and IT ecosystem as well as evolving market needs

·     Collaborate across teams: Partner with the lead Product Owner, Operational Excellence Officer, and technical teams to ensure smooth implementation of operational system upgrades and innovations.

·       Lead a team of 2 people as operational excellence officers, you will drive impact together with your colleagues

·    Make data actionable: Shape and format Customer data to uncover meaningful business insights, drive decision-making, and enhance operational performance.

·       Stay ahead of the curve: Monitor market trends, emerging tools, and industry shifts to inspire and integrate cutting-edge solutions into our operational processes.

·       Optimize technology: Evaluate and recommend “make-or-buy” solutions for IT upgrades, balancing cost, functionality, and long-term scalability.

We’re searching for a strategic thinker and hands-on executor who can bring structure and creativity to the table. Here’s what will set you up for success: 

• Proven expertise: Significant experience in a  Business Analyst role, Operational transformation role, ... in a fast-paced, customer-centric environment (preferably in tech-driven or SaaS industries). 

• Analytical acumen: Strong problem-solving skills with the ability to break down complex challenges into actionable steps. 

• Obsessed with CX: A customer-first mindset with a passion for enhancing every touchpoint in the customer journey. 

• Impactful communicator: Ability to convey complex ideas clearly and collaborate effectively across cross-functional teams. 

• Technologically curious: A natural curiosity for technology and innovation, with the ability to navigate and recommend tech-driven solutions. 

• Language proficiency: Excellent command of English combined with mastery of French and/or Dutch