Head Of Digital Channel Development
Brussels Area, Belgium
Looking around, reading, asking questions, testing, learning, observing and trying to define the interactions, services and experiences people will expect from digital banking interfaces. Strategies are defined and projects are launched in order to create exceptional customer value.o Developed the digital strategy for BNP Paribas Fortis (2013), as a first step to shaping BNPPF into becoming a digital bank on the long-term, leading a cross-functional team of 20 people. The strategy was translated in an actionable multiyear IT and organisational change roadmap and program. Achieved buy in to invest a double digit million EUR amount to make the proposed strategy a reality. o Business sponsor in charge of building up and driving the digital channels transformation program. Aiming to digitize all bank services, bring key segments online, increase customer satisfaction, digital acquisition and time to market while decreasing total cost of ownership. This program, involving over 200 FTE in a complex matrix organisation, is rebuilding the complete digital ecosystem, both on a system and interface level. Covering web, apps, service ATMs, branch advisory systems across all product domains, all brands (BNP Paribas Fortis, Fintro, Hello bank!) and the large segments retail, private banking, small enterprises. o Directly leading a team of product owners with the clear objective to rethink the digital bank. o Spearheading the transformation of the digital channel delivery chain from an internally focussed to a client centric & agile model introducing many new approaches such as agile methodology, market watch, persona’s, customer journey mapping, prototyping, idea conceptualisation, user testing and benchmarking. This was done through the setup of an innovation lab introducing new skills in the organisation and a process driven approach for value creation & innovation.
