User Experience

Start date: January 2026

Clearance: NATO Secret or equivalent

Location: Brussels, Belgium

Requirements:

• Proven UX experience within an IT context, with a strong understanding of IT operations, systems, and service management.
• Ability to lead meetings, present information clearly, and follow up on actions and feedback.
• Experience working with ITSM tools and standard productivity tools (e.g., Excel, PowerPoint)
• Ability to analyse user feedback, identify trends, and support continuous improvement activities.

Duties:

• Facilitate seamless communication between end users, IT service owners, support teams, and customer representatives
• Act as a liaison to ensure user concerns and experience-related issues are clearly understood and routed to the appropriate technical or service groups. 2.2 Administrative and Organizational Support
• Schedule and coordinate meetings related to user experience initiatives
• Create and maintain reports, dashboards, communications, and presentations for stakeholders. 2.3 Process and Service Improvement
• Identify opportunities to streamline workflows that impact user experience
• Support continuous service improvement activities aligned with IT service management practices
• Lead and facilitate meetings that address user experience topics
• Monitor customer feedback in ITSM and follow up on negative ratings to ensure appropriate action is taken
• Review and follow up on aging or unresolved ITSM incidents to support timely resolution and improved user satisfaction
• Propose improvements and track progress on continuous service improvement initiatives related to user experience

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