Customer Service Transformation Specialist - Luxembourg

Do you want to shape the future of customer service in a digital bank? We're looking for a customer service transformation specialist to help evolve our customer service function into a scalable, customer-centric and technology-enabled organisation. In this role, you will support strategic initiatives across customer service, with a strong focus on digital platforms, AI-driven solutions and process optimisation. Acting as a bridge between customer service and key internal partners, you will help ensure that new solutions are practical, well integrated and ready for day-to-day use. This opportunity is a full-time CDI contract. About the job | Your responsibilities You will play an active role in shaping and delivering the transformation of our Customer Service function, helping to make it more scalable, efficient and customer-centric. Working at the intersection of Customer Service, Business and IT, you will support strategic initiatives from concept through to operational adoption. Your responsibilities will include: Supporting the development and evolution of our Customer Service strategy, with a strong focus on digitalisation, automation and AI-driven solutions Contributing to the planning, execution and follow-up of transformation initiatives affecting Customer Service, from platforms and tools to processes and ways of working Translating business and operational needs into clear functional requirements for systems, tools and workflows Supporting the introduction and continuous improvement of Customer Service tools such as CRM, ticketing systems and knowledge bases Ensuring new processes and solutions are well integrated into day-to-day Customer Service operations and ready for sustainable use Supporting the transition from project delivery to operational ownership, including documentation, training input and change support Working closely with stakeholders across IT, Product Development, Operations, Compliance and UX to ensure alignment and operational readiness Monitoring KPIs, performance metrics and customer feedback to assess impact and identify opportunities for continuous improvement In this role, you will help ensure that Customer Service is fully equipped to take on new responsibilities arising from strategic initiatives, while consistently contributing to a strong and coherent customer experience across all contact channels. About you | Your background, skills and personality Minimum 5 years' experience in customer service, ideally within financial services Experience working in cross-functional environments and contributing to transformation or digital projects Hands-on experience with customer service platforms (e.g. CRM, ticketing systems, knowledge bases) Experience with AI-driven solutions is a strong advantage Ability to manage multiple projects and priorities in parallel Knowledge of customer journey mapping and service design Excellent communication and stakeholder management skills Fluent in English; additional languages are a plus. About Advanzia Advanzia Bank's mission is to make finance easier and more inclusive by offering simple, smart and user-friendly payment and credit solutions that provide financial flexibility and deliver added value for our customers. Our way of working is guided by responsible lending, open communication and teamwork in cooperation with employees, business partners and customers. At Advanzia, we are committed to equal opportunities and embrace diversity as a driving force behind our success. We offer challenging projects in a dynamic, fast-paced environment, along with numerous opportunities for training and development, and a performance-driven bonus structure. Our benefits package includes Pluxee lunch vouchers, employee travel insurance, preferential rates on Advanzia products, as well as transportation and wellness allowances. Our zerocarbon ...

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