Description
The tribe “Customer Servicing and Efficiency” plays a key role in delivering innovative solutions supporting BNP Paribas Fortis’ strategic ambitions in accessibility and high-quality customer servicing. In the context of the Group Opti-channel strategy 2025–2030, the bank is transforming its written customer interaction journey. The objective is to introduce a secure solution for confidential written exchanges with customers and third parties.
The initiative aims to replace existing written channels such as chat, chatbot, and email used by the Easy Banking Center, and to introduce an asynchronous chat solution. These interactions will be used across multiple channels, including Client Service Centers, branches, Easy Banking Centres, and Affluent & Private Banking, as well as request management tools like ServiceNow and Bob.
In this context, BNP Paribas Fortis is seeking an experienced Initiative Owner to take full ownership of the secured written customer interactions initiative. You will define the strategy, manage the initiative backlog and roadmap, align stakeholders, and ensure delivery of value while respecting group guidelines, regulatory constraints, and Agile practices.