Process Specialist – Technical Servicing & Customer Experience

Our client is a leading telecommunications provider dedicated to delivering high-quality digital services in a competitive market. The role focuses on designing and implementing structural process improvements to enhance customer journeys and operational efficiency within the technical assistance domain.

• Identify improvement opportunities within technical assistance processes to reduce customer effort and optimize operational services.
• Organize workshops to analyze problem statements and develop strategic action plans with internal buy-in.
• Develop and present comprehensive business cases to management for process optimization initiatives.
• Lead the implementation phase of process improvements in close collaboration with operational teams.
• Monitor project status and provide regular progress updates to key stakeholders and management.
• Identify synergies and share best practices across various departments to improve service delivery.

• You have experience in process management and customer journey design within a digital service environment.
• You possess advanced proficiency in Microsoft Office, specifically Excel, PowerPoint, and Visio.
• You bring experience working with reporting and data visualization tools such as MicroStrategy.
• You possess strong analytical skills and the ability to translate complex subjects into clear, simple communication.
• You bring a proactive approach to identifying new initiatives and substantiating them with detailed arguments.
• You have excellent stakeholder management skills with the ability to build bridges across different departments.
• You're result-oriented and able to distinguish core objectives from secondary issues.
• You are fluent in English with very good knowledge of Dutch or French.

Nice to Haves

• Knowledge of technical servicing and administrative processes in a professional market context.

• Start date: ASAP
• Duration: 6 months
• Work regime: Full-time (40 hours per week)
• Location: Brussels
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers