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

📍 Job Overview

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

Company: Belfius

Location: Saint-Josse-ten-Noode - Sint-Joost-ten-Node, Brussels-Capital, Belgium

Job Type: Full-Time

Category: Digital Strategy & Operations, Customer Experience Operations

Date Posted: 2026-06-18

Experience Level: 10+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the definition and execution of Belfius's digital channel strategy across all segments and touchpoints to foster a cohesive and engaging customer journey.

• Spearhead the strategic launch and integration of a new Personal Assistant, a critical component for conversational customer interactions and reinforcing a digital-first approach.

• Drive cross-functional alignment and stakeholder management across various departments and leadership levels to ensure buy-in and cohesive execution of digital initiatives.

• Inspire and lead a team of digital strategists and product owners, fostering a culture of collaboration, innovation, and operational excellence within the digital ecosystem.

📝 Enhancement Note: This role is positioned at a senior leadership level, focusing on strategic direction and operational execution within the digital domain. The emphasis on a "new Personal Assistant" suggests a significant project involving conversational AI and advanced customer engagement strategies, requiring a strong understanding of both user experience design and operational rollout.

📈 Primary Responsibilities

• Define and implement trans-segment and trans-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 collaboration and driving excellence in digital product management and strategy execution.

• Pilot stakeholder management across multiple departments and leadership levels to secure buy-in and alignment for strategic digital initiatives.

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

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

• Oversee the strategic launch and positioning of the new Belfius Personal Assistant, ensuring it becomes a cornerstone of the digital strategy and a key lever for conversational customer interactions.

• Monitor market trends and emerging technologies to continuously evolve Belfius's digital channel strategy and maintain a competitive edge.

📝 Enhancement Note: The responsibilities highlight a blend of strategic vision, team leadership, and operational oversight. The focus on the "new Personal Assistant" implies deep involvement in product strategy, user adoption, and the operationalization of conversational AI within the financial services context.

🎓 Skills & Qualifications

Education: While specific educational requirements are not detailed, a Bachelor's or Master's degree in a relevant field such as Digital Marketing, Business Administration, Information Technology, or a related discipline is typically expected for a leadership role of this nature.

Experience: Proven experience in leadership roles focused on digital strategy, digital transformation, and customer experience. A minimum of 10 years of progressive experience is anticipated for a "Head of" position.

Required Skills:

• Proven track record in digital strategy leadership, preferably within financial services or a similarly complex environment.

• Strong stakeholder management and influencing skills, with the ability to align diverse teams and leadership levels.

• Demonstrated expertise in team leadership, coaching, and talent development, fostering high-performing operational teams.

• Solid understanding of UX/UI principles, customer journey mapping, and agile delivery methodologies.

• Strategic thinking capabilities with a strong customer-centric orientation and a passion for digital innovation.

• Excellent communication and interpersonal skills in English and French/Dutch. Preferred Skills:

• Experience with conversational AI platforms and their strategic implementation.

• Deep understanding of the financial services industry and its regulatory landscape.

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

• Proficiency in data analysis and leveraging insights to drive digital strategy.

• Familiarity with CRM systems and digital marketing automation tools relevant to customer engagement.

📝 Enhancement Note: The "Pas besoin d'être un oiseau rare" section implies that while extensive experience is valued, a strong aptitude for leadership and a passion for the digital space are key. The emphasis on "complex environment" suggests that experience in large organizations with intricate stakeholder landscapes is highly beneficial.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful development and execution of comprehensive digital channel strategies, including measurable impact on customer engagement and business objectives.

• Showcase examples of leading cross-functional teams to deliver innovative digital products or services, highlighting process ownership and operational efficiency.

• Present case studies of stakeholder management initiatives, illustrating the ability to garner consensus and drive strategic alignment across diverse departments.

• Provide evidence of experience in launching and scaling new digital initiatives, such as customer-facing applications or digital assistants, detailing the operational rollout and adoption strategies.

• Include examples of UX/UI strategy implementation, showcasing how user-centric design principles were integrated into digital product development and channel optimization. Process Documentation:

• Document the strategic planning process for digital channel evolution, including market analysis, competitive benchmarking, and roadmap development.

• Illustrate the process for defining and refining customer journeys across digital touchpoints, emphasizing data-driven insights and user feedback loops.

• Detail the operational framework for launching and managing new digital products, such as the Personal Assistant, including go-to-market strategies, training, and ongoing support.

• Showcase methodologies for measuring the success of digital initiatives, including key performance indicators (KPIs) for engagement, conversion, and customer satisfaction.

📝 Enhancement Note: Candidates should prepare to present a portfolio that not only outlines strategic achievements but also details the operational processes and systems leveraged to achieve those outcomes. The focus on the Personal Assistant implies a need for documented experience in managing complex product launches with a strong emphasis on user adoption and ongoing operational support.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a "Head of" role in Digital Strategy & UX/UI within the financial services sector in Brussels, with over 10 years of experience, the estimated annual gross salary range is between €90,000 and €130,000. This estimate considers the seniority of the position, the complexity of the industry, and the responsibilities involved, including team leadership and strategic project ownership.

Benefits:

• Flexible Budget: An innovative offering providing a budget for personal preferences, such as a car, bicycle, PC, smartphone, tablet, rent, or mortgage contributions under specific conditions.

• Meal Vouchers: Provided to support daily meal expenses.

• Internal Product and Service Discounts: Access to discounted Belfius products and services.

• Hospitalization Insurance: Comprehensive coverage for medical needs.

• Group Insurance: Supplementary insurance benefits, likely including pension contributions.

• Training and Career Development: Extensive opportunities for professional growth through a wide range of training programs and career advancement within the Belfius Group.

• Work-Life Balance: Attractive number of vacation days, flexible working hours, and a hybrid work model combining office and home-based work.

• Modern Workplace: A well-equipped office in the heart of Brussels with amenities like a gym, healthy restaurant, and comfortable meeting spaces, conveniently located near public transport.

Working Hours: The role is based on a full-time contract, typically equating to 40 hours per week. The company offers flexible working hours, allowing for adaptability in managing daily schedules.

📝 Enhancement Note: The compensation package is highly competitive, with a significant emphasis on flexibility through the "innovative offer" budget. This offers candidates a unique opportunity to tailor their benefits. The salary range provided is an estimate based on general market data for similar roles in Belgium and should be confirmed during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking & Insurance). Belfius operates as a major Belgian bank and insurance company, offering a wide range of financial products and services to retail, professional, and corporate clients. This industry context implies a need for robust operational processes, strong regulatory compliance, and a focus on customer trust and security.

Company Size: Belfius is a large, established financial institution. This scale suggests a complex organizational structure, numerous cross-functional departments, and a significant digital footprint. For operations professionals, this means opportunities to work on large-scale projects, navigate intricate processes, and collaborate with diverse teams.

Founded: Belfius has a long history tracing back to the creation of the CGER/ASLK in 1991, with its current form established in 2011 following the merger of Dexia's Belgian activities with Arco. This history implies stability, deep-rooted expertise, and a culture that balances tradition with the need for modern digital transformation.

Team Structure:

• The digital strategy team is likely composed of specialized roles such as digital strategists, product owners, UX/UI designers, and potentially data analysts, all reporting under this Head of Digital Channel Strategy & UX/UI.

• The reporting structure would typically place this role within a broader Digital, IT, or Customer Experience division, reporting to a senior executive such as a Chief Digital Officer or Chief Customer Officer.

• Cross-functional collaboration is essential, involving close partnerships with Marketing, Sales, Product Development, IT Infrastructure, Compliance, and Customer Service departments to ensure a unified digital strategy and seamless customer experience. Methodology:

• Data analysis is crucial for understanding customer behavior, market trends, and the performance of digital channels. This role will leverage data to inform strategic decisions and optimize customer journeys.

• Strategic planning and workflow optimization are central to defining and executing the digital roadmap, ensuring efficient delivery of initiatives and continuous improvement.

• Automation and efficiency practices are key to scaling digital operations, enhancing customer self-service capabilities, and improving the responsiveness of digital channels.

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

📝 Enhancement Note: Understanding Belfius's position as a major Belgian financial institution is key. The company's history and size suggest a structured environment where strategic initiatives require significant cross-functional alignment and robust operational planning. The emphasis on digital transformation indicates a forward-thinking approach.

📈 Career & Growth Analysis

Operations Career Level: This role is at the senior leadership level, specifically heading up Digital Channel Strategy and UX/UI. It requires a blend of strategic vision, operational execution, and people management. The scope of responsibility includes defining the future of Belfius's digital customer interactions and leading a team to achieve these goals. This position is critical for driving the bank's digital-first agenda and enhancing customer engagement through innovative digital solutions.

Reporting Structure: The Head of Digital Channel Strategy & UX/UI likely reports into a more senior executive, such as a Chief Digital Officer (CDO), Chief Customer Officer (CCO), or potentially a Chief Information Officer (CIO) or Chief Operating Officer (COO) depending on the specific organizational structure. This senior reporting line ensures visibility and influence for digital strategy initiatives.

Operations Impact: The impact of this role is profound, directly influencing customer acquisition, retention, satisfaction, and operational efficiency. By optimizing digital channels and delivering superior user experiences, this role contributes significantly to revenue growth, cost reduction through self-service, and the overall brand perception of Belfius as a modern, customer-centric financial institution. The successful integration of the Personal Assistant will be a key metric of operational success and customer impact.

Growth Opportunities:

• Strategic Advancement: Potential to move into higher executive roles within the digital, customer experience, or broader business units of Belfius or other large financial institutions. This could include roles like Chief Digital Officer, VP of Customer Experience, or leading broader transformation initiatives.

• Skill Development: Opportunities to deepen expertise in emerging areas like AI-driven customer service, advanced UX/UI design for complex financial products, and large-scale digital transformation program management.

• Leadership Expansion: Potential to expand team scope, take on responsibility for additional digital product lines, or lead larger, more complex digital transformation programs across the organization.

📝 Enhancement Note: This role offers a significant platform for an operations leader to shape the digital future of a major financial institution. The growth potential is tied to successful strategic execution and the ability to drive tangible improvements in customer experience and operational effectiveness.

🌐 Work Environment

Office Type: This is a hybrid role, meaning it combines working from the office with remote work. The office environment is described as "modern" and located in the heart of Brussels.

Office Location(s): The primary office location is in Brussels, specifically noted as being close to the main commercial street, Bruxelles-Nord station, and the Rogier metro station. This indicates excellent accessibility via public transportation.

Workspace Context:

• The office environment is designed to be collaborative and modern, featuring a "trendy gym," a "healthy restaurant," and comfortable meeting spaces. This suggests an emphasis on employee well-being and fostering interaction.

• For an operations leader, access to necessary technology, reliable internet, and a conducive environment for both focused work and collaborative sessions is implied. The hybrid model allows for flexibility in how and where work is conducted.

• Opportunities for interaction with the wider operations and digital teams are facilitated by the office setup, encouraging knowledge sharing and spontaneous problem-solving sessions.

Work Schedule: The role involves a full-time commitment (likely 40 hours/week) with flexible working hours. This flexibility is crucial for operations professionals who often need to balance strategic planning with real-time issue resolution and cross-functional meetings. The hybrid arrangement further enhances work-life balance.

📝 Enhancement Note: The description emphasizes a modern, well-connected, and employee-centric work environment in Brussels, complemented by a hybrid model for flexibility. This setup is designed to attract talent by offering both a stimulating physical workspace and the autonomy to manage one's schedule.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of your CV and cover letter by HR, followed by a preliminary interview to assess general fit, experience, and understanding of the role's core responsibilities. Prepare to articulate your strategic vision for digital channels and your experience with leading teams.

• Hiring Manager Interview: A more in-depth discussion with the direct hiring manager to assess your leadership style, strategic thinking, and operational approach. Be ready to discuss your experience in driving digital transformation and managing stakeholder relationships.

• Team & Stakeholder Interviews: Meetings with potential team members (digital strategists, product owners) and key cross-functional stakeholders (e.g., from Marketing, IT, Product) to evaluate collaboration style, communication skills, and alignment with team dynamics.

• Case Study/Presentation: A common step for senior roles involves presenting a strategic initiative or a plan for a specific challenge (e.g., launching the Personal Assistant). This will assess your strategic planning, problem-solving abilities, and presentation skills.

• Final Interview: Potentially with a senior executive (e.g., CDO, CCO) to discuss overall fit with the company's strategic direction and culture.

Portfolio Review Tips:

• Strategic Impact: Curate examples that clearly demonstrate strategic thinking and the successful execution of digital channel strategies. Quantify achievements with data wherever possible.

• Personal Assistant Focus: Prepare a detailed case study or a strategic proposal for the launch and integration of the Belfius Personal Assistant, outlining your approach to user adoption, AI integration, and ongoing operational management.

• UX/UI Integration: Showcase how you've integrated UX/UI principles into your strategic decision-making and product development processes.

• Leadership & Collaboration: Include examples that highlight your leadership in managing teams and your ability to foster collaboration across departments to achieve operational goals.

• Process & Tools: Be prepared to discuss the operational processes and tools you've used to manage digital initiatives, track performance, and drive efficiency.

Challenge Preparation:

• Strategic Vision: Anticipate questions about your vision for digital banking customer experience, the role of AI in customer service, and how to maintain a competitive edge in a rapidly evolving digital landscape.

• Operational Execution: Prepare to discuss how you would operationalize a new digital product launch, manage stakeholder expectations, and measure success.

• Leadership Scenarios: Be ready to discuss how you would lead and motivate a team, handle underperformance, and foster a culture of innovation and continuous improvement within an operations context.

📝 Enhancement Note: Candidates should focus on preparing a compelling narrative that bridges strategic vision with tangible operational execution, particularly in the context of digital product launches and customer experience enhancement. The portfolio should highlight leadership and a data-driven approach.

🛠 Tools & Technology Stack

Primary Tools:

• Digital Strategy & Planning: Tools for market analysis, competitive intelligence, roadmap planning (e.g., Aha!, Productboard, Asana, Jira Portfolio).

• UX/UI Design & Prototyping: Familiarity with design tools like Figma, Sketch, Adobe XD, and user testing platforms.

• Project Management & Agile: Jira, Confluence, Trello, or similar platforms for managing product backlogs, sprint planning, and workflow tracking.

• Collaboration Platforms: Microsoft Teams, Slack, Google Workspace for team communication and document sharing.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for tracking website and app usage.

• BI & Data Visualization: Tableau, Power BI, QlikView for creating dashboards and analyzing performance metrics.

• Customer Feedback Tools: SurveyMonkey, Qualtrics, or in-app feedback mechanisms for gathering user insights.

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics, or a proprietary CRM for managing customer data and interactions.

• Marketing Automation: HubSpot, Marketo, or similar for customer segmentation and targeted communication.

• AI/Conversational Platforms: Experience with or understanding of platforms used for chatbots, virtual assistants, and natural language processing (NLP) is highly relevant given the Personal Assistant focus.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for strong proficiency in a range of digital strategy, project management, analytics, and customer engagement technologies. A solid understanding of AI and conversational platforms is a significant advantage given the strategic focus on the new Personal Assistant.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core value driving all decisions, ensuring digital channels and products are designed to meet and exceed customer needs and expectations.

• Innovation & Agility: A commitment to exploring new technologies and approaches, such as AI and conversational interfaces, while maintaining the flexibility to adapt quickly to market changes.

• Collaboration & Transparency: Fostering an environment where teams work together seamlessly, sharing knowledge and insights openly to achieve common goals.

• Data-Driven Decision Making: Relying on analytics and insights to inform strategy, measure performance, and optimize operational processes.

• Operational Excellence: Striving for efficiency, reliability, and high quality in the delivery and management of digital services.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative style, requiring proactive engagement with various departments to align strategies, integrate systems, and deliver cohesive customer experiences.

• Process Review & Feedback: An open culture for reviewing processes, sharing feedback constructively, and continuously seeking ways to improve operational efficiency and customer outcomes.

• Knowledge Sharing: Emphasis on sharing best practices, insights from data analysis, and lessons learned from digital initiatives to build collective expertise and drive innovation within the operations and digital teams.

📝 Enhancement Note: Belfius likely values a culture that blends a strong customer focus with a forward-thinking, innovative approach to digital transformation, underpinned by robust operational practices and collaborative teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Digital Transformation Complexity: Navigating the intricacies of digital transformation within a large, established financial institution, managing legacy systems and ingrained processes.

• AI Integration & Adoption: Successfully launching and scaling the new Personal Assistant, ensuring user adoption, and managing the operational complexities of AI-driven customer interactions in a regulated environment.

• Stakeholder Alignment: Garnering and maintaining alignment across numerous departments and leadership levels, each with potentially different priorities and perspectives on digital strategy.

• Market Volatility: Adapting the digital strategy to rapidly changing market trends, emerging technologies, and evolving customer expectations in the competitive financial services landscape.

Learning & Development Opportunities:

• AI & Conversational Design Specialization: Opportunities to deepen expertise in AI, machine learning, and conversational design through specialized training, workshops, or leading advanced AI projects.

• Digital Transformation Leadership: Gaining experience in managing large-scale, multi-year digital transformation programs, developing strategic leadership capabilities.

• Financial Services Innovation: Staying at the forefront of innovation within the FinTech space, exploring new digital products and services that can enhance customer value and operational efficiency.

• Executive Development: Access to leadership development programs aimed at preparing individuals for senior executive roles within the Belfius Group.

📝 Enhancement Note: This role presents significant challenges in driving innovation and managing complex projects within a regulated industry, but offers substantial growth opportunities for leaders looking to shape the future of digital customer engagement.

💡 Interview Preparation

Strategy Questions:

• "Describe your vision for the future of digital customer experience in banking, particularly how AI and conversational interfaces will play a role. How would you operationalize this vision at Belfius?" (Focus on strategic thinking, AI understanding, and operational planning).

• "How would you approach launching and integrating the new Belfius Personal Assistant to ensure maximum customer adoption and strategic impact? What are the key operational considerations?" (Focus on product launch strategy, operational rollout, and customer engagement).

• "Walk us through a complex digital strategy initiative you led. What were the key challenges, how did you manage stakeholders, and what were the measurable outcomes?" (Focus on leadership, stakeholder management, problem-solving, and results demonstration). Company & Culture Questions:

• "What do you know about Belfius and its current digital strategy? Where do you see the biggest opportunities for improvement or innovation in our digital channels?" (Showcase research and strategic insight into the company).

• "Describe your leadership style and how you foster collaboration and innovation within your team and across departments." (Assess cultural fit and leadership approach).

• "How do you ensure that operational processes and digital strategies remain customer-centric, especially in a regulated industry like finance?" (Evaluate commitment to customer experience and operational integrity). Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation with a clear beginning (challenge/opportunity), middle (your strategy and operational execution), and end (results and impact).

• Quantify Impact: Use data and metrics to demonstrate the success of your initiatives. For example, "Increased digital channel engagement by X%," "Reduced customer service costs by Y% through self-service adoption," or "Achieved Z% user adoption for new digital feature."

• Highlight Leadership & Collaboration: Clearly articulate your role in leading teams and collaborating with stakeholders. Use specific examples of how you influenced decisions and drove consensus.

• Address the Personal Assistant: Dedicate a significant portion to your approach for the Belfius Personal Assistant, showcasing strategic thinking, operational planning, and anticipated challenges and solutions.

• Conciseness & Clarity: Be prepared to present key information efficiently, focusing on the most impactful achievements and insights.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic mindset, strong operational execution capabilities, and a deep understanding of customer experience, particularly in the context of AI and digital transformation within the financial services sector.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Belfius jobs portal link provided.

• Customize Your Resume: Tailor your CV to highlight leadership experience in digital strategy, UX/UI, team management, and successful digital product launches. Emphasize achievements with quantifiable results and use keywords found in the job description (e.g., "digital channel strategy," "stakeholder management," "conversational AI," "customer experience").

• Prepare Your Portfolio: Curate a selection of your most relevant work samples, focusing on strategic digital initiatives, successful product launches (especially any involving AI or assistants), and examples of cross-functional collaboration and stakeholder management. Be ready to present a strategic overview for the Belfius Personal Assistant.

• Research Belfius: Thoroughly research Belfius's current digital offerings, recent news, and strategic priorities. Understand their position in the Belgian market and their approach to customer service and digital innovation. This will help you tailor your answers and demonstrate genuine interest.

• Practice Interview Responses: Prepare to answer common interview questions related to digital strategy, leadership, stakeholder management, and operational execution. Practice articulating your vision and approach, particularly concerning the Personal Assistant launch.

⚠️ 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.