Business Area Lead Advanced Customer Experience; Chatbot​/GenAI

Job Description Role Overview:

We are looking for a Business Area Lead (BAL) to support the continuous improvement of our Generative AI-powered chatbot or any LLM technologies. In this role, you act as the bridge between the business team (led by the Product Owner) and the development team. You help translate high-level business requirements into clear, actionable user stories, ensure alignment throughout the sprint cycle, and support quality delivery.

The BAL is responsible of the suppliers, the development team and is constantly looking for new opportunities within the company.

• Collect and Analyse high-level business requirements provided by the Product Owner and business stakeholders within the organization.
• Translate these into structured, testable user stories with clear acceptance criteria thanks to the help of the agile development teams.
• Team members and different suppliers reports to the BAL
• Collaborate closely with the development team to ensure mutual understanding and feasibility of the proposed solutions.
• Validate and challenge high-level requirements where needed to ensure completeness and clarity. Project business cases should be constructed with the BAL.
• Coordinate sprint preparation and follow-up (refinement, planning, demos).
• Coordinate release management, including documentation and release notes.
• Control up-to-date documentation of features and processes.

• Proven experience as a Analyst, Project manager to team lead in Agile/Scrum environments.
• Strong skills in translating business needs into technical deliverables.
• Excellent communication and collaboration skills to liaise between business and technical teams.
• Familiarity with JIRA, Confluence, and test management tools (X-Ray).
• Experience with offshoring team is a plus.
• Basic understanding of functional testing and working with QA teams.
• Experience with chatbot platforms, LLM Technologies or conversational AI is a strong plus.
• A proactive, detail-oriented mindset with the ability to think critically.
• Languages requirements :
  English, Dutch and French with a good understanding level.

Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a competitive salary, you will receive the following benefits:

• the possibility to work remotely + flexible working hours;
• 35 days of leave;
• a company car + a public transport season ticket;
• a target bonus;
• a comprehensive insurance package (affiliation without own contribution, excl. outpatient costs for family members);
  • hospitalisation and dental care for the whole family;
  • outpatient costs (= medical costs separate from hospitalisation);
  • group insurance: supplementary pension, work disability and death (cafeteria plan);
  • accidents at work (extralegal);
• meal vouchers and eco-vouchers;
• net allowances for remote working and carwash + internet budget.