Director Customer Experience and Digital Engagement

Director Customer Experience and Digital Engagement

Telenet Group Holding

Mechelen, Belgium

As Tribe Lead Customer Experience, you will be at the forefront of transforming how our B2B customers experience our brand, services, and support. Customer experience is at the heart of our new strategy, and we need a leader who can bring focus, drive execution, and embed CX into the DNA of our organization.

You will lead a multidisciplinary tribe of CX professionals to break down silos, improve customer journeys, drive digital engagement, and deliver tangible impact resulting in a drastically improved customer experience score. This includes both external digital engagement with customers and internal engagement with employees, ensuring consistency in journeys, experiences and processes across digital and human touchpoints. You will be part of the leadership team (LT B2B) and work closely together to translate CX strategy into action, deliver measurable results, and elevate customer-centricity across the company.

If you thrive in a company with a strong culture and a major change program, and you enjoy balancing vision with execution to drive real impact, this role is for you.

Responsibilities

• Lead and inspire the Customer Experience & Digital Engagement Tribe, setting the strategic direction and ensuring alignment with the company’s B2B growth and customer experience ambitions, having impact on important business metrics like revenue, churn, and NPS;
• Drive execution, moving beyond strategy decks to ensure CX improvements are implemented, measured, and scaled effectively, across the multiple B2B tribes (through the management of selected CX tribe representatives);
• Leverage data and insights from NPS, Voice of the Customer programs, and analytics to identify opportunities, prioritize improvements, and prove the ROI of CX initiatives.
• Own, guide and optimize key B2B customer journeys, reducing friction, increasing adoption, and delivering a seamless omnichannel experience across the entire customer lifecycle;
• Drive the digital engagement strategy, ensuring that digital channels, self-service platforms, and internal tools create a frictionless customer and employee experience.
• Collaborate cross-functionally with Business Excellence Acceleration and Transformation, commercial, operations and solution teams to embed CX into decision-making and processes;
• Strengthen the company’s customer-centric culture, ensuring CX capabilities, governance, and ways of working are deeply embedded;
• Champion the customer perspective at all levels of the organization, ensuring leadership decisions are driven by customer impact.

Qualifications

• Proven experience in a senior CX leadership role, preferably within B2B and/or telecom, technology, or a similar service-driven industry;
• Track record of execution, with the ability to turn strategy into tangible results;
• Strong business acumen, connecting CX improvements to commercial success, retention, and long-term growth;
• Data-driven mindset, with expertise in leveraging customer data, analytics, and insights for decision-making;
• Expertise in digital engagement, including self-service, automation, and internal CX tools that enhance both customer and employee experiences;
• Exceptional stakeholder management skills, able to navigate complex organizations, align teams, and build consensus;
• Deep passion for customer experience, with a clear vision of how CX can differentiate and drive business value;
• Master’s or bachelor’s degree in business, Marketing, Customer Experience, or a related field;
• Certified Customer Experience Professional (CCXP) preferred;
• Experience in leading large, cross-functional CX teams in a complex environment;
• Expertise in CX methodologies, journey mapping, service design, customer lifecycle management, and digital engagement.

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