Business Architect

Business Architect – Customer Service

Customer service is undoubtedly going to change completely in the upcoming years. As a Business Architect - or as we call our team members, a Dux - you have been in the customer service space for multiple years. You just know that excellent service starts with a clear vision, great systems, and even better collaboration. You breathe customer service and understand the challenges both supervisors and agents face, building the blueprint to transform service teams from firefighters into impact drivers.

More about you

You’ve seen ‘the good, the bad, and the ugly’ in your previous experience with analysis and solution architecture. You are an analytical go-getter who maintains a high-level overview while remaining accurate and curious about the details. You possess a hybrid mindset, easily bridging the gap between business domains and technical teams. You stay cool in stressful situations and are always up to date with trends in entrepreneurship and innovation. Like every Dux, you get energy from your teammates, are willing to go the extra mile to meet a deadline and are happy to travel 2-3 days per week to client sites in Brussels, Antwerp, or Ghent.

What else would be great:

• If you are a fan of process modeling workshops, Event Storming, and Business Information workshops.
• Experience with Business Capability Mapping and Value Stream analysis.
• Technical expertise with regards to the possibilities of technologies and the impact that they might have on organizations.

What you’ll be doing at Codux

You work directly with clients at the heart of their customer service operations to think strategically about their future, helping them define a clear vision and architecture for their services and information flows. You listen to the needs of your stakeholders and keep digging until the objectives are crystal clear, advising them on possible solutions and how to integrate them into a solid enterprise architecture. You act as the crucial bridge to the building teams, briefing IT architects and solution analysts on the functional requirements while coaching them to enhance their way of working.

And there’s more:

• You’ll watch over the connection between long-term digital innovation and the day-to-day reality of agents and supervisors.
• You’ll collaborate in short iterations with direct feedback loops, maintaining real ownership of the architectural vision.
• You’ll visualize problems, ideas, and solutions using clear, fit-for-purpose models that translate business ideas into technology-specific solutions.

About Codux

We are a Belgian consultancy firm specializing in Customer Service Transformation. We believe that too many times people forget about the business value of projects and are not driving impact. We want to change that by bringing our long-term business expertise combined with our startup-drive to our customers. While being supported by the broader Cronos Groep ecosystem to engage in larger projects. More info about us here

Looking for a new challenge where you take up responsibility & rethink how companies engage with their customers? Apply now!