PM
Salary: Competitive Salary
Job Type: Full time
Experience: Senior Level
Wolters Kluwer
Lead Project And Program Manager Customer Journey (Remote)
Lead Project And Program Manager Customer Journey | WoltersKluwer | Belgium
Lead Project and Program Manager – Customer Experience
As a Lead Program & Project Manager for Customer Experience, you’llbridge the gap between Wolters Kluwer Tax and Accounting and our customers,ensuring an engaging, efficient, and effective customer journey. Reporting...
Lead Project And Program Manager Customer Journey | Wolters Kluwer | Belgium
Lead Project and Program Manager – Customer Experience
As a Lead Program & Project Manager for Customer Experience, you’ll bridge the gap between Wolters Kluwer Tax and Accounting and our customers, ensuring an engaging, efficient, and effective customer journey. Reporting to the Director of Digital Strategy of the Tax & Accounting Business Unit, this role focuses on European customer experience while occasionally supporting global initiatives. This position can be office-based in Belgium, the Netherlands, the UK or remote.
Your tasks and responsibilities:
Customer Experience:
- Document existing and design future customer journeys across all functional domains (marketing, sales, professional services, customer support, account services, development, product management), and support the development of a comprehensive digital customer experience across a portfolio of products, creating customer advocacy at each engagement.
- Advocate for improved processes to enhance customer interactions and internal efficiency.
- Promote transparency by establishing a clear CX vision for stakeholders.
Portals & eDelivery:
- Manage projects delivering seamless, interconnected experiences across different products.
- Consolidate tools to streamline operations and improve scalability.
Data-Driven Insights:
- Drive initiatives that uncover customer insights and trends to refine the customer experience.
- Use standard metrics to measure improvements in customer satisfaction.
About You
- Proven expertise in managing complex, cross-country programs and projects.
- Experience in customer journey design and process improvements.
- Skilled in guiding diverse, multicultural teams on strategic initiatives.
- Strong facilitation skills for workshops and stakeholder collaboration.
- Exceptional communication skills to convey concepts and influence outcomes.
- Experience in managing stakeholders on all levels of an organisation.
- English language skills on native or near-native level.
- Willingness to travel around 15% of the time.
The team
You will be part of an international team of CX experts working closely together with national UX teams and business stakeholders of all levels of the organisation.
You will be part of an international team of CX experts working closely together with national UX teams and business stakeholders of all levels of the organisation.
What do we offer?
Next to a compensation and benefits package in line with the market, we also offer the following:
Next to a compensation and benefits package in line with the market, we also offer the following:
- a flexible, hybrid work setup;
- an engaged, diverse, and quality driven team;
- a culture that celebrates diversity and values talent.
Wolters Kluwer invests continuously in the growth and competencies of its employees by giving them many opportunities to develop.
About Wolters Kluwer
Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day through our deep domain expertise.
We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
Join us at Wolters Kluwer and be part of a dynamic global technology company that makes a difference every day through our deep domain expertise.
We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
Interested in the role of Lead Project and Program Manager?
Please apply hitting the Apply button. If you have questions, reach out to Claudia Funk (claudia.funk@wolterskluwer.com) or via phone at +31 6 15136211.
If making a difference matters to you, then you matter to us.
