Digital Channel Transformation Manager at Telenet · Mechelen

The Channel Transformation team drives Telenet’s digital-first customer experience ambition. Building on the successful launch of our Digital First Channel Transformation program, we are now scaling adoption, improving channel performance and reshaping how customers interact with us.

We are looking for an experienced Digital Channel Transformation Manager to help shape and execute this next phase. As customer behavior shifts toward digital self-service and AI-powered interactions, you will guide customers to the right channels, increase adoption and deliver measurable customer and business impact.

You will translate strategic ambitions into clear roadmaps, align stakeholders and continuously improve the channel ecosystem based on insights, performance and innovation. As customer journey guardian, you will safeguard the end-to-end experience and use the CX cockpit to monitor performance, detect friction and steer fact-based improvements.

The Channel Transformation team drives Telenet’s digital-first customer experience ambition. Building on the successful launch of our Digital First Channel Transformation program, we are now scaling adoption, improving channel performance and reshaping how customers interact with us.

We are looking for an experienced Digital Channel Transformation Manager to help shape and execute this next phase. As customer behavior shifts toward digital self-service and AI-powered interactions, you will guide customers to the right channels, increase adoption and deliver measurable customer and business impact.

You will translate strategic ambitions into clear roadmaps, align stakeholders and continuously improve the channel ecosystem based on insights, performance and innovation. As customer journey guardian, you will safeguard the end-to-end experience and use the CX cockpit to monitor performance, detect friction and steer fact-based improvements.

Your responsibilities as a Digital Channel Transformation Manager

• Drive channel strategy and digital adoption: Refine the digital-first strategy, identify adoption opportunities across customer journeys and use insights, analytics and market developments to optimize channel roles and interaction flows.
• Shape AI-enabled customer interactions: Help integrate AI-powered service and sales capabilities, such as chatbots and voicebots, into the channel ecosystem and monitor their impact on behavior, volumes and adoption.
• Own the channel transformation roadmap: Translate strategic priorities into actionable roadmaps, align stakeholders, manage risks and dependencies, and use the CX cockpit to prioritize improvements based on journey performance.
• Connect teams and drive alignment: Collaborate with digital, customer operations, commercial, data, product and technology teams, challenging assumptions and enabling decisions based on facts, customer insights and business value.
• Monitor trends and drive continuous improvement: Stay ahead of market developments, customer expectations and technology innovation, and translate journey insights into improvement priorities that matter for customers and business outcomes.

Our ideal Digital Channel Transformation Manager

• You have a strong track record of min 5 years in channel strategy, digital transformation, customer experience, go-to-market or service design, and know how to translate journey insights into clear priorities for cross-functional teams.
• You understand how customer behavior evolves across channels and know how to influence adoption through customer-centric thinking, analytics and strong execution.
• You are excited by the opportunities AI creates in customer service and eager to drive the adoption of chatbots, voicebots and other AI-powered interaction models.
• Most importantly, you are passionate about creating digital-first customer experiences that deliver value for customers and the business.
• You combine strategic thinking with a strong delivery mindset: you do not just build plans, you make sure they get executed.
• You are an excellent stakeholder manager who can navigate complex environments, influence senior decision-makers and build trust across teams.
• You have strong communication and presentation skills and can make complex topics clear for both business and technical audiences.
• You speak and write Dutch and/or French, and English fluently.

Our offer to you

At Telenet group, you get more than just an attractive gross salary. We strongly believe in results and ownership: we expect commitment and impact, and we’ll give you the trust and freedom you need to make a difference. What you achieve truly matters.

In addition to a thirteenth-month salary and holiday pay, you can count on an extensive package of extra benefits that supports you in your daily life as well as at work.

An overview of our benefits:

• Mobility budget: compose your own mobility plan, you can opt for a company car or alternative mobility solutions
• Meal vouchers and eco vouchers
• Telework allowance or net expense allowance
• Mobile phone, mobile subscription and laptop
• Employee discount on your home internet, digital TV, and mobile subscriptions
• Collective bonus and individual bonus (aligned with your performance)
• A comprehensive flexible benefits plan with a wide range of options: from financial benefits and additional time off to a bicycle lease, supplemental ambulatory insurance for you and your family, and IT or office equipment
• Hospitalization insurance (including an ambulatory plan) and group insurance
• 20 days of paid leave and 12 compensatory days off

We value your ongoing development, investing in growth via our internal learning platform, coaching, and on-the-job training. You will have opportunities to keep learning and further strengthen yourself in your role.

We also prefer working closely together. We believe strong teams form by frequent interactions and quick transitions. To facilitate a smooth onboarding and rapid integration for new employees, we expect you to be present in the office at least three days a week during the first six months. On other days, you can work remotely from home.

What happens after you apply?

Do you see a match with our position as a Digital Channel Transformation Manager? Then we look forward to receiving your application. We always get back to you. When there’s a match, we will reach out to you to get acquainted and explain the next steps in our selection process.