Digital Customer Experience Specialist; Self-service & Journeys

Position: Permanent - Digital Customer Experience Specialist (Self-service & Journeys)
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 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  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 itdoesn'tmeet 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 whodon'treport to you.
Fluent in Dutch and English.
You have a few years of experience in digital customer experience, self-service, conversationaldesignor a related field. Youdon'tneed tohave runaprogrammethis size before. You do need tohave owned something customer-facing anddeliveredit.