Description/Role:

We are seeking a dedicated and experienced Customer Journey Consultant to lead and manage the customer migration process from our current solution to a new platform. The ideal candidate will have a strong background in customer journey design, project management, and change management, ensuring a seamless transition for our customers.

Responsibilities:

• Develop and implement detailed customer journey maps in cooperation with the transversal project team to understand and optimize the migration experience.
• Work closely with internal teams (IT, Solutions, Marketing, Sales, Customer Support) and external partners to coordinate and execute the migration plan.
• Design and implement a comprehensive communication plan to keep customers informed and engaged throughout the migration process.
• Develop support materials, FAQs, and training sessions to assist customers during and after the transition.
• Collect and analyze customer feedback to identify pain points and areas for improvement.
• Identify potential risks and develop mitigation strategies to ensure a smooth migration.
• Establish and monitor key performance indicators (KPIs) to measure the success of the migration project in cooperation with the program manager

Requirements & Qualifications:

• Minimum of 5 years of experience in customer experience, change management, project management, or a related role, with a focus on migration/transition projects.
• Strong project management skills with the ability to manage multiple tasks and deadlines.
• Excellent communication and interpersonal skills.
• Proficiency in customer journey mapping and experience design.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Familiarity with change management principles and practices.
• Ability to work collaboratively with cross-functional teams and facilitate cross-functional workshops.

Must have skills:

• Experience in Customer journey design
• Stakeholder management
• Communication skills
• Commercial & outside-in thinking

Nice to have skills:

• Experience in B2B environments
• Affinity with telecom and digital signage sectors
• Experience with copywriting or communication strategy

Start date : 16/01/2025
Duration : 30/06/2025 (with possible extension) 
Desired working regime : fulltime (4/5 possible) 
Location : Mechelen 
Hybrid working possible (fixed office days : Tuesday and other day of the week) 
Required languages : Dutch (native), English (good knowledge), French (a plus)