Permanent - Digital Customer Experience Specialist (Self-service & Journeys)

About CANAL+Group Founded as a French subscription-TV channel 40 years ago, CANAL+ is now a global media and entertainment company. On 22 September 2025, CANAL+ confirmed it is in effective control of MultiChoice Group and beginning the integration process. MultiChoice is Africa’s leading entertainment platform, offering a wide range of products and services, including DStv, GOtv, Showmax, M-Net, SuperSport, Irdeto, and KingMakers. Together, the new combined group has 40 million subscribers worldwide, operates in over 70 countries and has approximately 17,000 employees. CANAL+ operates across the entire audio-visual value chain, including production, broadcast, distribution and aggregation. It is home to STUDIOCANAL , a leading film and television studio with worldwide production and distribution capabilities; Dailymotion , major international video platform powered by cutting-edge proprietary technology for video delivery, advertising, and monetization; CANAL+ Distribution, a production and distribution company specialising in creating and distributing diverse content and channels; and telecommunication services, through GVA in Africa and CANAL+ Telecom in the French overseas jurisdictions and territories. CANAL+ also has significant equity stakes in Viaplay (the Pay-TV leader in Scandinavia) and Viu (a leading OTT platform in Southern Asia). Our customers tell us every day what frustrates them. We're just not fast enough at fixing it, or at showing them what they're already paying for. That's the job. You'll work across three brands: CANAL+, Canal Digitaal and . Some customers joined last month for streaming. Some have had a satellite dish for fifteen years and are among our most valuable customers. What's already in place We've got a chatbot in production for the straightforward questions, contact analytics that show what's really driving volume, predictive models on the base, and personalised communication that goes out automatically. What we don't have yet is someone focused on turning those capabilities into fewer contacts and more engaged customers. What you'll do Own self-service The self-service backlog is yours. You decide what the chatbot should answer and in what order we build it, you write the specifications, and you set the quality bar for the content. Our service partner does the building; you review what comes back and send it back when it isn't good enough. You'll also work out which conversations should never be automated at all. A colleague manages the partner relationship, and your manager will help when a decision needs more weight. Reduce unnecessary contact You'll dig into the contact data, find the top reasons people reach out, size them in volume and in euros, and get the fix done with IT, product or commercial. Sometimes that's a better chatbot answer. More often it's a confusing invoice or an unclear email. Help turn our base activation plan into action The majority of our satellite customers have never connected their box to the internet. They're missing most of what they pay for, and they cancel sooner. We're changing that with research, targeted communication, upsell and hardware swaps. You'll coordinate the programme, keep track of progress and deliver some of the work yourself. Who you'll work with A small team, reporting to the Customer Experience Director. Your closest counterpart runs service operations and retention through the service desk; they keep the operation running, you reduce how much of it customers need. Customer marketing sets base strategy and drives the communication programme, with a marcom team doing creation and campaigns. You bring the case, content direction and triggers, they turn that into campaigns. Data scientists and analysts sit nearby for modelling and sizing. Product operations looks after the platform and the set-top box. Your first year You won't do all of this at once. The first months will focus on self-service and the biggest contact drivers. Base activation comes in once that's moving. You'll get support while you find your feet. For the first stretch, you and your manager will work through the priorities and the harder conversations together, and you'll take more of that on as you go. The domain itself is yours from the start. By the end of the year we'd like to see fewer avoidable contacts per customer than the year before, a chatbot people can use to resolve their questions instead of giving up, and a first group of satellite households connected, watching and staying with us longer. The role will grow as more of our service becomes AI-handled and as we bring the three brands closer together. What we're looking for Experience shipping self-service or chatbot work, and enough time in one place to see how it landed. A clear view on how service content should read, firm enough to send work back when it doesn't meet it. Data before opinion when deciding what to fix first. An instinct for what a customer is worth over the years, not only what a contact costs today. Able to get things done with people who don't report to you. Fluent in Dutch and English. You have a few years of experience in digital customer experience, self-service, conversational design or a related field. You don't need to have run a programme this size before. You do need to have owned something customer-facing and delivered it .