Squad Master / Customer Journey Expert – Regulatory, External & Risk Changes squad - Tribe Mortgages

Customer Journey Expert – Squad Master Regulatory, External & Risk Changes - Tribe Home [Belgium, full time] Your role & work environment: CJE/Squad Master in "Squad Regulatory, External & Risk Changes” You will take on the role of Customer Journey Expert/Squad Master within the domain Product Change Management , in the squad responsible for managing regulatory and risk related changes. You are end‑responsible for analysing, testing and delivering the projects within your scope. Together with your Product Lead , you define the squad’s roadmap for the running quarter and the next two quarters, ensuring a continuous and well‑prepared pipeline for both IT development and business analysis. You maintain close alignment with your fellow CJEs across the tribe and to guarantee consistency and cross‑journey coherence and you collaborate closely with Credit Risk organization to ensure an aligned view on the projects you manage and policy adherence in our processes. Your key responsibilities As a Customer Journey Expert/Squad Master You translate business needs into clear, actionable requirements and shape them into well‑defined deliverables that guide development with precision. You manage your squad’s backlog, track and ensure the progress in the existing projects and plan the roadmap for upcoming quarters You make sure the processes we build are well aligned with internal and external policies and risk guidelines. You ensure an excellent and reliable employee and customer experience, continuously balancing usability, operational efficiency and commercial impact via automation wherever possible. You take full end‑to‑end ownership of your roadmap — from initial design through implementation — including business and functional analysis, testing, and stakeholder management. We look for: You are a colleague with a natural talent for taking it on and making it happen — someone who brings energy, ownership and initiative to every challenge. You help others succeed, stay a step ahead, and consistently turn fresh ideas into meaningful impact. You thrive in a fast‑moving, complex environment where curiosity, adaptability and collaboration are essential. You listen actively, invest in others, challenge the status quo, and propose creative, well‑reasoned solutions that move the organisation forward. More specifically, you bring: Proven experience in stakeholder management , with the ability to persuade, align, and secure commitment across diverse audiences. Affinity with Credit Risk policy and procedures , ensuring the journeys we design are coherent with the policies, critically challenging any potential changes and Demonstrated experience in translating business requirements into functional analyses , delivering clear documentation to enable effective development execution. Experience with automation techniques , including AI-driven solutions, is considered a strong asset. Solid command of Agile ways of working , consistently applying Agile principles in day-to-day activities. Customer-, sales-, and employee-centric mindset , thriving in cross-functional collaboration environments. Strong project management capabilities , with the ability to steer complex initiatives end-to-end. Solution-oriented mindset , relentlessly focused on achieving the best outcome, including thinking beyond conventional approaches. Excellent communication skills , both written and verbal. High level of ownership and drive , with the ambition to create tangible impact for customers and employees. Courage to speak up , challenge assumptions, and bring clarity to complex situations. Bachelor’s or Master’s degree , complemented by 3 to 5 years of relevant professional experience. We offer you A clear purpose, a unique offer and a range of flexible compensation and other benefits: · The possibility to actively steer the digitalization of customer and employee facing journeys · An informal, dynamic environment with innovative colleagues supporting your endeavors · A progressive and agile way of working, where new ideas are valued ahead of convention · A well-functioning multi-cultural team with a good team spirit Furthermore, within Tribe Home & Collections, you can count on a range of opportunities to invest in your personal and professional growth with: · High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter · We actively support your ambitions beyond your role (OHI-ambassadors, CX-ambassadors, Fun Squad members, …) · Direct impact on the everyday happiness of our customers – Reducing friction & boosting guidance by making the journey intuitively and accessible for all · Variety & complexity : from working with IT to developing new products, from digital customer experience to safety & compliance · Culture of transparency & inclusiveness : we may not be able to guarantee the future, but we share every step of the way