Job | Head of Digital Channel Strategy & UX/UI | Bruxelles

📍 Job Overview

Job Title: Head of Digital Channel Strategy & UX/UI

Company: Belfius

Location: Brussel, Belgium

Job Type: Full-time, Permanent

Category: Digital Strategy & Operations

Date Posted: May 20, 2026

Experience Level: Senior (10+ years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the overarching digital channel strategy and execution for Belfius, ensuring a cohesive and innovative customer experience across all segments.

• Drive the successful launch and integration of the new Belfius Personal Assistant, a key initiative for conversational customer interactions and a "digital-first" approach.

• Inspire and manage a team of digital strategists and product owners, fostering collaboration and high performance.

• Champion cross-departmental stakeholder engagement and alignment to ensure strategic initiatives gain buy-in and support.

• Collaborate closely with UX/UI and development teams to deliver high-value customer journeys through innovative products and services.

📝 Enhancement Note: This role is positioned as a senior leadership position within Belfius, focusing on the strategic direction and operational execution of their digital channels. The emphasis on the "new Personal Assistant" suggests a significant focus on AI-driven customer interactions and a move towards more proactive and personalized digital engagement. This is not a purely technical UX/UI role, but rather a strategic leadership role that leverages UX/UI principles to achieve business objectives.

📈 Primary Responsibilities

• Develop and implement cross-segment and cross-channel strategic guidelines to ensure consistency and alignment within Belfius's digital ecosystem.

• Lead and inspire a team of digital strategists and product owners, promoting a culture of collaboration, excellence, and continuous improvement.

• Manage stakeholder relationships across multiple departments and leadership levels, securing alignment and buy-in for strategic digital initiatives.

• Partner with UX/UI and development teams to design and deliver customer journeys that offer high added value, translating into innovative products and services.

• Ensure a unified and engaging customer experience across all digital and non-digital touchpoints.

• Oversee the strategic positioning and successful launch of Belfius's new Personal Assistant, integrating it as a core pillar of the digital strategy and a key driver for conversational customer interactions.

• Continuously monitor market trends and emerging technologies to evolve the digital channel strategy and maintain competitive advantage.

• Define key performance indicators (KPIs) for digital channels and the Personal Assistant, tracking performance and identifying areas for optimization.

• Drive the adoption of agile methodologies within the digital strategy and product development lifecycle.

📝 Enhancement Note: The responsibilities highlight a blend of strategic planning, team leadership, and cross-functional execution. The mention of "product owners" suggests an agile product management framework, and the emphasis on "conversational interactions" and "AI" points to a forward-looking digital strategy.

🎓 Skills & Qualifications

Education: While no specific degree is mentioned, a Bachelor's or Master's degree in Business, Marketing, Digital Technology, or a related field is typically expected for a leadership role of this nature.

Experience: Proven track record of leadership in digital strategy, ideally with 10+ years of experience. Experience in the financial services sector or a similarly complex environment is highly advantageous.

Required Skills:

• Demonstrated expertise in digital strategy formulation and execution.

• Strong leadership and team management capabilities, with experience coaching and developing talent.

• Proven success in stakeholder management and influencing across diverse teams and leadership levels.

• Solid understanding of UX/UI principles and best practices in customer experience design.

• Familiarity with agile delivery methodologies and product ownership.

• Strategic thinking and a client-centric mindset with a passion for innovation.

• Excellent communication and interpersonal skills.

Preferred Skills:

• Experience with conversational AI technologies and their application in customer service.

• Knowledge of the financial services industry and its regulatory landscape.

• Experience in launching and scaling new digital products or services.

• Data analysis and interpretation skills to inform strategic decisions.

• Familiarity with CRM systems and digital marketing platforms.

📝 Enhancement Note: The "10+" years of experience and the strategic nature of the role suggest that candidates should be able to demonstrate significant impact and leadership in previous digital transformation initiatives. The multilingual requirement is crucial for operating within the Belgian market.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase strategic digital transformation projects led, including market analysis, strategy development, and execution plans.

• Present case studies demonstrating successful cross-functional collaboration and stakeholder management in complex organizations.

• Provide examples of digital product launches or significant feature enhancements, highlighting the strategic rationale and customer impact.

• Illustrate experience in defining and tracking KPIs for digital channels and initiatives, demonstrating data-driven decision-making.

Process Documentation:

• Demonstrate experience in developing and implementing clear strategic roadmaps for digital channels.

• Provide examples of process optimization initiatives that improved customer journeys or operational efficiency within digital platforms.

• Showcase understanding of agile methodologies and their application in product development and strategy implementation.

📝 Enhancement Note: For a Head of Digital Channel Strategy role, the portfolio should emphasize strategic thinking, leadership impact, and successful execution of complex digital initiatives. It should go beyond just showcasing design work to demonstrating business acumen and strategic vision.

💵 Compensation & Benefits

Salary Range: Given the senior leadership level (Head of), the location (Brussels, Belgium), and the industry (Financial Services), a competitive salary range for this role would likely fall between €90,000 and €140,000 gross per year, potentially higher for exceptional candidates with extensive relevant experience. This is an estimate based on industry benchmarks for similar roles in Western Europe.

Benefits:

• Attractive base salary.

• Innovative flexible budget for personal preferences (e.g., car, bike, PC, smartphone, tablet, rent, or mortgage contribution).

• Comprehensive extralegal benefits: meal vouchers, discounts on internal products/services, hospitalization insurance, and group insurance.

• Significant opportunities for professional development through extensive training programs and career advancement within the Belfius group.

• Excellent work-life balance with flexible working hours, a hybrid work model (office and home), and a generous number of vacation days.

• Modern and well-equipped office in the heart of Brussels, featuring a gym, a healthy restaurant, and comfortable meeting spaces, with convenient access to public transport.

Working Hours: Full-time, with flexible working hours and a hybrid work arrangement. The standard expectation is likely around 40 hours per week, with flexibility to manage workload and personal commitments.

📝 Enhancement Note: The provided benefits package is quite comprehensive, especially the flexible budget, which offers significant personal choice. The salary estimate is based on typical senior executive compensation in Belgium for a role of this scope, considering the financial sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking & Insurance). Belfius operates as a major Belgian bank and insurance provider, offering a wide range of products and services to both retail and business clients. This industry context implies a need for robust security, compliance, and customer trust, alongside digital innovation.

Company Size: Belfius is a large, established organization, likely employing thousands of individuals across its operations in Belgium. This size suggests a complex organizational structure, multiple departments, and a significant digital footprint. For operations professionals, this means opportunities for scale, impact across a broad user base, and potential for specialization within large teams, but also potentially longer decision-making processes.

Founded: Belfius has a long history, tracing its roots back to the Caisse Générale d'Épargne et de Retraite (CGER) founded in 1865. This heritage provides stability and a deep understanding of the Belgian market, while the modern iteration focuses on innovation and digital transformation.

Team Structure:

• The Digital Strategy & UX/UI team likely sits within a broader Digital, IT, or Customer Experience division.

• It will comprise a mix of strategic planners, product owners, UX/UI designers, and potentially business analysts.

• Reporting lines would likely lead to a Chief Digital Officer (CDO), Chief Experience Officer (CXO), or a senior executive overseeing Digital Transformation.

Methodology:

• Data-driven decision-making, leveraging analytics to understand customer behavior and channel performance.

• Agile and iterative development processes for digital products and strategy implementation.

• Customer-centric design thinking, prioritizing user needs and journey optimization.

• Cross-functional collaboration and agile sprints for rapid product development and strategy rollout.

• Continuous improvement cycles based on performance metrics and customer feedback.

Company Website: https://www.belfius.be/

📝 Enhancement Note: The established nature of Belfius means this role will involve navigating a large corporate structure, requiring strong influence and change management skills. The focus on digital transformation indicates a culture that is evolving and investing in new technologies like AI for customer engagement.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership position, equivalent to a Director or VP level within a specialized function. The "Head of" title signifies responsibility for a significant strategic area, team, and budget. It requires a blend of strategic vision, operational execution, and people management.

Reporting Structure: The Head of Digital Channel Strategy & UX/UI will likely report to a C-suite executive such as the Chief Digital Officer (CDO), Chief Customer Officer (CCO), Chief Experience Officer (CXO), or a Chief Information Officer (CIO) with a strong digital focus. They will lead a team of digital strategists and product owners, who in turn may manage product teams or work with external agencies.

Operations Impact: This role has a direct and significant impact on Belfius's customer acquisition, retention, and overall engagement. By shaping the digital experience and channels, it influences customer satisfaction, operational efficiency (through self-service and automation), and ultimately, revenue generation through digital sales and product adoption. The success of the new Personal Assistant will be a key metric for this impact.

Growth Opportunities:

• Leadership Expansion: Potential to grow into a broader executive role overseeing all digital transformation efforts, customer experience, or a larger business unit within Belfius.

• Strategic Influence: Opportunity to shape the long-term digital vision of a major financial institution, influencing strategic investments in technology and customer engagement.

• Specialization: Deepen expertise in areas like conversational AI, digital product management, or omni-channel strategy within a large, complex organization.

• Cross-Functional Leadership: Transition into leadership roles in marketing, product management, or business transformation leveraging deep understanding of customer digital behavior.

📝 Enhancement Note: The role offers substantial growth potential within a large financial institution. The emphasis on digital transformation and AI positions the candidate at the forefront of industry changes, providing valuable experience for future leadership roles in FinTech or broader digital strategy.

🌐 Work Environment

Office Type: The role is based in a modern office environment in the heart of Brussels. The description highlights a "modern workspace" with amenities such as a "trendy gym" and a "healthy restaurant," suggesting a focus on employee well-being and a collaborative atmosphere.

Office Location(s): The primary office location is in Brussels, specifically described as being "a few steps from the shopping street, Brussels-North station and the Rogier metro station." This indicates excellent accessibility via public transportation and proximity to city amenities.

Workspace Context:

• Collaborative Environment: The modern office design, comfortable meeting spaces, and proximity to public transport suggest an environment conducive to collaboration, brainstorming, and cross-functional interactions.

• Tools and Technology: As a Head of Digital Strategy, the individual will have access to leading digital strategy tools, analytics platforms, project management software, and collaboration suites necessary for managing complex digital initiatives.

• Team Interaction: The hybrid work model allows for focused individual work at home and collaborative sessions, team meetings, and stakeholder engagements at the office. The role is expected to foster strong working relationships with both direct reports and colleagues across departments.

Work Schedule: The role operates on a full-time basis with flexible working hours and a hybrid work arrangement, allowing for a balance between office-based collaboration and remote work. This flexibility is designed to support productivity and work-life integration.

📝 Enhancement Note: The description of the office suggests a company culture that values employee well-being and provides modern facilities to support productivity and collaboration. The hybrid model is standard for senior roles, offering a blend of focused work and team interaction.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a call with HR or a recruiter to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A deep dive into strategic thinking, leadership experience, and understanding of digital channels and customer experience.

• Team & Stakeholder Interviews: Meetings with direct reports, peers from UX/UI and development, and key stakeholders from other departments to assess collaboration skills and strategic alignment.

• Case Study/Presentation: Candidates may be asked to present a strategic plan for a specific digital initiative (e.g., enhancing the Personal Assistant, expanding a digital channel) or a portfolio review.

• Final Interview: With a senior executive (e.g., CDO, CCO) to confirm strategic fit and leadership potential.

Portfolio Review Tips:

• Strategic Narrative: Structure your portfolio around key strategic challenges you've addressed, the strategies you developed, and the measurable business outcomes achieved.

• Impact Focus: For each project, clearly articulate the problem, your role, the strategic approach, the execution, and quantifiable results (e.g., increased user engagement, conversion rates, cost savings, customer satisfaction scores).

• UX/UI Integration: Showcase how you've leveraged UX/UI principles to achieve strategic business goals, not just aesthetic improvements. Highlight user-centric design thinking.

• Team Leadership Examples: Include examples of how you've built, mentored, and led high-performing teams.

• Stakeholder Management: Provide examples of successful collaboration with diverse stakeholders, demonstrating your ability to influence and gain alignment.

• Digital Transformation Projects: Prioritize examples of significant digital initiatives, especially those involving new technologies or strategic shifts.

Challenge Preparation:

• Strategic Thinking Exercise: Be prepared to discuss how you would approach a hypothetical digital challenge for Belfius, such as improving customer onboarding or expanding the Personal Assistant's capabilities. Focus on your methodology, data utilization, and stakeholder engagement.

• Leadership Scenarios: Anticipate questions about managing team conflicts, driving change, and motivating teams in a hybrid environment.

• Industry Trends: Demonstrate awareness of current trends in digital banking, AI in customer service, and evolving customer expectations in financial services.

📝 Enhancement Note: For a role of this seniority, the interview process will be rigorous, focusing heavily on strategic thinking, leadership capabilities, and demonstrated impact. A well-curated portfolio is crucial for showcasing these attributes effectively.

🛠 Tools & Technology Stack

Primary Tools:

• Digital Strategy & Planning: Tools for market research, competitive analysis, roadmap development (e.g., Aha!, Productboard, Miro, strategy frameworks).

• Project Management & Collaboration: Jira, Confluence, Asana, Trello for agile project tracking and team collaboration.

• UX/UI Design & Prototyping: Figma, Sketch, Adobe Creative Suite, InVision for design and prototyping.

• Customer Journey Mapping: Tools for visualizing and analyzing customer paths (e.g., Smaply, Custellence).

Analytics & Reporting:

• Web & App Analytics: Google Analytics, Adobe Analytics for tracking user behavior and channel performance.

• Business Intelligence (BI) Tools: Tableau, Power BI, Qlik for creating dashboards and reports on key digital metrics.

• Customer Data Platforms (CDP): Potentially used for unifying customer data for personalized experiences.

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics (or a specialized financial services CRM) for managing customer relationships and interactions.

• Marketing Automation Platforms: HubSpot, Marketo, Adobe Marketing Cloud for targeted campaigns and customer engagement flows.

• AI/Conversational Platforms: Experience with platforms related to chatbots, virtual assistants, and natural language processing (NLP) will be highly relevant given the focus on the Personal Assistant.

• Integration Tools: Understanding of how different systems connect (APIs, middleware) will be beneficial.

📝 Enhancement Note: While specific tools are not listed, a Head of Digital Strategy would be expected to be proficient with a wide array of digital tools, particularly those related to analytics, customer experience, project management, and emerging AI technologies. The ability to integrate and leverage data from these systems is key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs through intuitive and valuable digital experiences.

• Innovation: A proactive approach to exploring and adopting new technologies and strategies to stay ahead in the digital landscape.

• Collaboration: A strong emphasis on teamwork, open communication, and shared responsibility across departments to achieve common goals.

• Data-Driven Decision Making: Utilizing insights from data and analytics to inform strategic choices and measure impact.

• Efficiency & Agility: A focus on optimizing processes and workflows to deliver value quickly and adapt to changing market demands.

Collaboration Style:

• Cross-Functional Integration: Actively seeking opportunities to collaborate with marketing, sales, IT, product development, and compliance teams to ensure cohesive digital strategies.

• Open Feedback Culture: Encouraging constructive feedback and open dialogue within the team and with stakeholders to foster continuous improvement.

• Knowledge Sharing: Promoting the sharing of best practices, learnings, and industry insights across the team and wider organization.

• Agile Mindset: Embracing iterative development, flexibility, and a willingness to adapt strategies based on feedback and performance.

📝 Enhancement Note: The culture at Belfius, as described, likely emphasizes professionalism, customer focus, and a drive for innovation within a structured financial services environment. The hybrid model will influence how collaboration is managed, requiring intentional efforts to maintain team cohesion and communication.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Driving change and alignment across multiple departments with potentially differing priorities within a large, established financial institution.

• Integrating New Technologies: Successfully launching and scaling the new Personal Assistant, ensuring it meets customer needs and integrates seamlessly into the existing digital ecosystem.

• Balancing Innovation with Regulation: Staying at the forefront of digital innovation while adhering to strict financial services regulations and security standards.

• Measuring Digital ROI: Clearly demonstrating the return on investment for digital initiatives and strategies to senior leadership.

• Talent Management: Attracting, retaining, and developing top talent in a competitive digital strategy and UX/UI market.

Learning & Development Opportunities:

• Executive Leadership Training: Access to programs focused on strategic leadership, financial management, and executive decision-making.

• Industry Conferences & Certifications: Opportunities to attend leading digital strategy, CX, and FinTech conferences, as well as pursue relevant certifications.

• Mentorship Programs: Potential for mentorship from senior executives within Belfius or through industry networks.

• Exposure to Emerging Tech: Hands-on experience with cutting-edge technologies like conversational AI, machine learning, and advanced analytics in a real-world financial context.

📝 Enhancement Note: This role presents significant challenges inherent in leading digital transformation within a large, regulated industry, but also offers unparalleled opportunities for professional growth and impact.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a digital channel strategy for a bank like Belfius, considering both retail and business segments?" (Focus on methodology, key considerations like customer journey mapping, competitive analysis, and KPI definition).

• "Describe your experience launching a significant new digital product or feature, such as an AI-powered assistant. What were the key challenges and how did you overcome them?" (Highlight leadership, cross-functional collaboration, agile execution, and impact measurement).

Company & Culture Questions:

• "What are your thoughts on Belfius's current digital presence, and where do you see the biggest opportunities for growth?" (Demonstrate research into Belfius's offerings and industry trends).

• "How would you foster a culture of innovation and continuous improvement within your digital strategy team?" (Discuss leadership style, team motivation, and embracing new technologies).

Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio projects as compelling narratives that highlight the problem, your strategic solution, the execution, and the measurable business impact.

• Quantify Impact: Use specific metrics (e.g., percentage increase in engagement, reduction in customer support calls, revenue growth) to demonstrate the value of your work.

• Strategic Focus: Emphasize your role in defining the why and what of digital initiatives, not just the how.

• Stakeholder & Team Role: Clearly articulate your leadership role, how you managed stakeholders, and how you empowered your team.

• Conciseness: Be prepared to present your most impactful projects efficiently, focusing on key takeaways.

📝 Enhancement Note: The interview process will heavily assess strategic acumen, leadership potential, and the ability to translate vision into tangible results within a complex organizational and regulatory environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official Belfius careers portal, ensuring all required fields are completed accurately.

• Tailor Your Resume: Highlight leadership experience, digital strategy development, stakeholder management, and team leadership. Use keywords from the job description such as "digital channel strategy," "UX/UI," "conversational AI," "stakeholder management," and "agile." Quantify achievements wherever possible.

• Prepare Your Portfolio: Curate a selection of your most impactful strategic digital initiatives. Focus on case studies that demonstrate your ability to define strategy, lead execution, manage stakeholders, and drive measurable business outcomes. Be ready to present 2-3 key projects in detail.

• Research Belfius: Familiarize yourself with Belfius's current digital offerings, its position in the Belgian market, and recent news or strategic announcements related to digital transformation and customer experience. Understand their "digital-first" ambition.

• Practice Interview Responses: Prepare thoughtful answers to common interview questions related to strategy, leadership, stakeholder management, and your experience with digital products and innovation, using the STAR method (Situation, Task, Action, Result) where appropriate.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.