Customer Service Project Specialist

CUSTOMER SERVICE PROJECT SPECIALIST

Are you ready to drive Customer Service Transformation Projects and help shape the future of digital banking? We’re looking for a structured, solution-oriented Project Specialist to support Customer Service–specific strategic initiatives, with a strong focus on AI-driven Customer Service platforms and customer experience optimisation. Join the world of finance, payment and credit, working for an unconventional digital bank in the heart of Luxembourg!

This opportunity is a full-time CDI contract.

ABOUT THE JOB | Your responsibilities

• Actively contribute to the planning, execution and follow-up of Customer Service transformation projects, including the implementation of AI-driven solutions and Customer Service platforms.
• Represent Customer Service in cross-departmental initiatives, ensuring operational readiness and seamless alignment.
• Coordinate with internal stakeholders to define requirements, timelines and deliverables.
• Ensure that new tools and processes are smoothly integrated into daily operations, supporting the transition from project phase to execution.
• Drive customer experience consistency across phone, chat, email and self-service channels.
• Manage and further develop tools, platforms and processes impacting Customer Service (product ownership).
• Translate business needs into clear requirements and user stories and prioritise backlog items.
• Collaborate closely with IT, Product Management, Compliance and other functions.
• Prepare and deliver project updates, risk assessments and recommendations to leadership.
• Identify opportunities for process optimisation, automation and efficiency gains.

ABOUT YOU | Your background, skills and personality

• Minimum 5 years’ experience in project management, product ownership or transformation roles, ideally in financial services and Customer Service platforms.
• Expertise in Digital Payment Solutions.
• Strong understanding of operational processes and service delivery.
• Experience with AI-driven customer service tools, self-service solutions or omnichannel service platforms.
• Fluent in English; additional languages are a plus.
• Transparency and communication: Clear and direct communication style with a commitment to engage openly and constructively, maintaining open channels and promoting information sharing with colleagues.
• Adaptability and flexibility: Comfortable working in a dynamic environment, navigating change effectively.
• Collaboration and teamwork: A natural team player who thrives in a flat organisational structure and actively contributes to the collective success of the team.
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• Customer-centric mindset: Commitment to ensuring a smooth, high-quality customer experience across all contact points.
• Cross-functional collaboration: Experience in working collaboratively across different teams and departments to foster agility and innovation.

ABOUT ADVANZIA | The European digital bank

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 zero-carbon Emerald building is designed to support employee health and wellbeing with various health programmes, access to our gym and after-work sports & social events available to all members of #TeamAdvanzia.