Project Manager Customer Experience

The Opportunity: Your Next Adventure Awaits

EY Studio (Belgium) is the EY Design & Innovation studiorepresenting the customer-centric experience and innovation practice. We are dedicated to delivering customer-focused solutions. Our focus is on helping large companies understand their customers better and in turn design build and launch new innovative products services experiences and business models. We support our clients from innovation strategy to working MVP and scaling new solutions in the market. Our network holds 5000 professionals across 20 countries in the fields of customer focused business strategies customer experience digital product and service innovation and delivery.

As a senior consultant customer experience youll also become part of ourStudio teamto reinvent businesses and create cutting-edge with the EY Studio teams around the globe youll shape the expanding of the Studio and its offerings. More info: role of a Senior Consultant Customer Experience

We are looking for a hands-on motivated young professional with 2 4 years of experience within the execution of customer experience projects.

Your key responsibilities

Conduct Research and Analysis:

• Perform research on current customer experience and translate this into compelling customer journeys with clear opportunities to improve.
• Identify the opportunities in current and existing customer experiences and define future customer experiences aligned on desirability research viable options and feasible solutions.

Strategic Planning and Implementation:

• Collaborate with cross-functional teams including business development marketing and operations to implement strategic plans.
• Develop and deliver persuasive presentations to clients and stakeholders communicating long-term strategies findings recommendations and project status.

Project management

• Develop project plans including timelines budgets and resource allocation.
• Oversee the entire project lifecycle from initial concept to final delivery ensuring all milestones and objectives are met.
• Track and measure project performance using appropriate KPIs and metrics.

Stakeholder & change management

• Engage with key stakeholders including customers internal teams and executives to align project goals with business objectives.
• Lead efforts to manage the impact of new processes systems or customer experience enhancements on internal teams and customers ensuring smooth transitions and successful adoption of changes.

Your profile

• Proven experience managing or contributing to customer experience (CX) or customer-facing projects.
• Strong understanding of customer journey mapping satisfaction metrics and CX improvements.
• Expertise in design thinking and human-centered design for customer-focused solutions.
• Proficient in project management tools like JIRA and MS Project.
• Excellent communication leadership and problem-solving skills.
• Experience leading cross-functional teams and managing stakeholders in large organizations.
• Ability to manage multiple projects while meeting deadlines and maintaining quality.
• 2-4 years of experience in CX projects and go-to-market strategies.
• Strong project management skills for planning execution and evaluation of CX initiatives.
• Fluent in English Dutch and French for effective communication

Whats In It For You

• EY Family you become part of the EY Family providing you with all the necessary skills training and opportunities; enabling you to grow to your fullest potential.
• Attractive remuneration package- We offer an attractive remuneration package; includinga company car and charging cardNQ1 iPhone plus subscription health insurance pension plan meal vouchers and eco vouchers. Thanks to our flex plan it is possible to choose what you value most.
• Flexible working arrangements- We are proud of our flexible working arrangements. We will actively support you in building a successful career and delivering excellent client service without sacrificing your personal priorities. We offer flexible working hours and working from home multiple days per week is possible.
• Inspiring work environment- At EY we are dedicated to providing you with an inspiring work environment. A work environment that allows you to further develop your skills and enables you to fulfill your true potential.
• Learning & personal growth- You will benefit from an onboarding program receive extensive training and will be coached by a counselor. We offer a clear career path tailored to your unique skills with necessary guidance.
• Fun- By joining our EY- teams you can participate in team activities and companywide events and enjoy a drink during our monthly after-work drink.
• Sustainability- We have a fleet of hybrid and electric cars. Our flex plan makes it possible for you to choose the most sustainable option for you. You can also opt for a train subscription or lease a bike.
• Diversity & Inclusion- At EY we are passionate about the inclusion and support of individuals of all groups; we do not discriminate on the basis of race religion gender sexual orientation or disability status.
• Location- All of our offices are easily accessible by public transport and/or by car andhave parking space. They all have parking spaces and charging stations are provided.
• Best Workplace You will be part of the 2023 number one rated Best Workplace (Great Place to Work).

Here at EY youll have the chance to build a truly exceptional experience. Well empower you with the latest technology surround you with high-performing teams and provide the global scale and diverse and inclusive culture you need to discover your full potential. Through our coaching and training programs youll develop the skillsets you need to stay relevant today and in the future all while building a network of colleagues mentors and leaders who will be on the journey with you at EY and beyond.