The team
You will join the Operation Excellence CS Business team within Operational Excellence and Safe Business. The team is at the heart of change. Whenever high‑impact, transversal initiatives are required to bring Client Services to the next level of performance, efficiency and customer experience, we step in to make it happen. This role is a transversal role serving both CS Retail and CS Business
Your role
As a Change Expert specialized in (Gen)AI & Automation, you play a key role in accelerating the adoption of intelligent automation and AI-enabled solutions across Client Services Business. You combine strong change and project management skills with a curious and pragmatic mindset towards new technologies, such as (Gen)AI, Microsoft Copilot and Power Automate.
Your mission is to translate strategic ambitions into concrete initiatives, roadmaps and milestones, ensuring value delivery, stakeholder alignment and sustainable adoption.
Key responsibilities
Driving (Gen)AI & Automation initiatives
- Identify opportunities where (Gen)AI and automation solutions can improve efficiency, quality, risk control and customer experience
- Actively explore, test and promote solutions such as (Gen)AI-enabled tools, Microsoft Copilot, Power Automate or other automation tools
- Translate ideas into concrete use cases, pilots and scaled initiatives in close collaboration with all relevant teams
- Ensure responsible, secure and compliant adoption of AI and automation solutions
Change & project management
- Structure initiatives with a clear scope, roadmap, milestones and deliverables
- Develop and maintain multi‑initiative roadmaps, ensuring prioritisation and alignment with strategic objectives
- Plan, prepare and drive QBRs and steering committees
- Track progress, dependencies, risks and benefits, and proactively escalate where needed
- Ensure initiatives are delivered on time, within scope and with measurable impact
Stakeholder management & governance
- Engage and align a broad set of stakeholders, from operational teams to senior management
- Set up governance structures with clear roles, responsibilities and decision-making processes
- Communicate complex topics in a clear, structured and compelling way, tailored to different audiences
- Act as a trusted partner and sparring partner for business, operations and transformation leadership
Strategy & continuous improvement
- Contribute to the development and execution of the AI transformation roadmap for CS Retail and CS Business
- Support strategic discussions by providing insights, analyses and structured proposals
- Foster a culture of curiosity, experimentation and continuous improvement around AI and automation
- Coach and inspire colleagues in adopting new ways of working and thinking
How to succeed in this role
Experience & skills
- Minimum 5 years of experience in change management, project management, business transformation or consulting
- Proven track record in structuring and steering complex initiatives (roadmaps, milestones, governance, QBRs)
- Strong affinity with (Gen)AI, automation and digital tools – hands-on curiosity is essential
- Experience working in a multi-disciplinary environment (operations, IT, risk, business)
- Excellent stakeholder management skills at multiple levels of the organisation
- Strong analytical capabilities and ability to structure complex problems clearly
- Excellent presentation and communication skills; able to explain complex topics in simple terms
- Comfortable working with ambiguity and change
Mindset
- Curious, proactive and continuously looking for better ways of working
- Able to challenge the status quo constructively and translate ideas into action
- Comfortable combining strategic thinking with operational follow‑up
- Collaborative team player who invests in others to achieve common goals
Practical requirements
- Master’s degree or equivalent experience
- Fluent in English; knowledge of Dutch and/or French is an asset
