Digital Customer Experience Specialist; Self-service & Journeys

Position: Permanent - Digital Customer Experience Specialist (Self-service & Journeys)
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Permanent - Digital Customer Experience Specialist (Self-service & Journeys)
Date:
Sep 9, 2026

Location:

Hilversum, NL

Company: CANAL+ NETHERLANDS B.V.

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 Multi Choice Group and beginning the integration process.  Multi Choice  is Africa’s leading entertainment platform, offering a wide range of products and services, including DStv, GOtv, Showmax, M-Net, Super Sport, Irdeto, and King Makers.

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 Online.nl. 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.

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…