Do you enjoy designing and improving end-to-end customer experiences, and turning complex customer behaviours into simple, efficient and impactful journeys?

Bnode is looking for a Project Manager Customer Journey to join its Design & Utilization team, where you will play a key role in improving the customer experience across our entire delivery ecosystem from checkout at the retailer to post-delivery interactions.

This is a strategic, high-impact role at the heart of customer experience transformation, involving large end-to-end projects, a strong data-driven dimension, and the opportunity to directly influence journeys used by millions of customers.

As Project Manager Customer Journey, you are responsible for managing and delivering complex transformation projects focused on improving the end-to-end customer experience.

You act as the primary point of contact for project execution, delivery, and achievement of objectives, ensuring alignment between business needs, customer expectations, and operational realities.

Key responsibilities :

End-to-end customer journey ownership

• Analyse the full customer journey from checkout to the post-delivery experience
• Identify friction points at each stage (checkout, communication, delivery, post-delivery)
• Map customer behaviours and segment usage patterns

Customer experience optimisation

• Design and lead concrete improvements to the customer journey
• Optimise customer communications
• Improve customer support and guidance in case of delivery issues
• Contribute to reducing failed deliveries and improving overall customer satisfaction

Collaboration with retailers

• Work closely with retailers and e-commerce partners
• Analyse checkout journeys and propose improvements
• Increase conversion rates while enhancing the customer experience

Data analysis & performance

• Analyse customer behaviour and identify recurring patterns
• Translate insights into actionable and measurable improvements
• Define and monitor performance KPIs

Project & stakeholder management

• Define project scope, objectives, and detailed business and IT requirements, including clear and structured IT feature specifications
• Translate business needs into actionable functional requirements in collaboration with technical teams (IT, architecture, data, etc.)
• Build and maintain project planning (timeline, milestones, deliverables)
• Manage risks, dependencies, and priorities across all workstreams
• Drive cross-functional collaboration between business, IT, and external partners to ensure alignment and effective execution
• Coordinate internal and external stakeholders throughout the project lifecycle
• Ensure delivery of project outcomes and proper project closure, including validation of requirements and acceptance criteria
• Create buy-in, alignment, and shared understanding among all stakeholders

• Master’s degree or equivalent experience
• Minimum 5 years of experience in project management or customer experience improvement
• Strong knowledge of implementing organizational and IT-driven changes in complex, interdependent environments, ensuring alignment between business needs, technology, and stakeholder adoption.
• Comfortable working with data, KPIs and reporting tools.
• Good understanding of customer journeys and experience design principles
• Fluent in English and French or Dutch

• Strong customer-centric mindset with the ability to put yourself in the end-user’s shoes
• Analytical mindset and strong problem-solving capabilities
• Ability to structure and drive projects effectively in cross-functional environments, ensuring alignment and coordination across diverse teams and stakeholders
• Structured and execution-oriented approach
• Excellent stakeholder management and communication skills
• Ability to thrive in a dynamic and transforming environment
• Proactive, hands-on and solution-oriented mindset

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day 
• Hospitalization-, group- and disability insurances 
• A phone subscription, including 25GB data 
• A flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yours 
• Possibility to enter the Federal Mobility plan 
• Work/life balance, thanks to flexible working hours and the possibility to work from home  
• 20 days of statutory leave and 7 additional extralegal days off  
• An end-of-year and performance-based bonus and double holiday pay  
• Many benefits from more than 100 bpost-partners