Join our teams of enthusiasts Permanent Digital Customer Experience Specialist (Self-service & Journeys)

About CANALGroup

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 Africas 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 17000 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. Were just not fast enough at fixing it or at showing them what theyre already paying for. Thats the job.

Youll 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.

Whats already in place

Weve got a chatbot in production for the straightforward questions contact analytics that show whats really driving volume predictive models on the base and personalised communication that goes out automatically.

What we dont have yet is someone focused on turning those capabilities into fewer contacts and more engaged customers.

What youll 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 isnt good enough. Youll 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

Youll 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 thats a better chatbot answer. More often its 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. Theyre missing most of what they pay for and they cancel sooner. Were changing that with research targeted communication upsell and hardware swaps. Youll coordinate the programme keep track of progress and deliver some of the work yourself.

Who youll 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 wont do all of this at once. The first months will focus on self-service and the biggest contact drivers. Base activation comes in once thats moving.

Youll 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 youll take more of that on as you go. The domain itself is yours from the start.

By the end of the year wed 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.