Job Description

Every great customer experience starts with a smooth journey.

As a Customer Journey Owner, you take end-to-end ownership of a customer journey, ensuring it works smoothly for customers and the business while continuously driving the customer experience to a higher level. You spot friction, turn insights into concrete improvements, and make sure those improvements get delivered. You collaborate across business and IT, drive initiatives with impact, and keep the customer at the heart of every decision. If you enjoy ownership, stakeholder management, technical processes and making things better every day, this role is for you.

Your responsibilities as a Customer Journey Owner :

• You own and oversee one or more end-to-end customer journeys, ensuring a seamless experience across channels and touchpoints.
• You continuously monitor journey performance using data, insights, and customer feedback to identify friction points and improvement opportunities.
• You define concrete journey improvements and ensure they are properly prioritized, delivered, implemented, and embedded.
• You ensure all decisions reflect a strong customer-first approach, balanced with operational efficiency and feasibility.
• You work closely with business, IT, and technical teams to define requirements, assess feasibility, guide solution design, and align on scope and outcomes.
• You act as Initiative Owner, managing initiatives or projects from idea to implementation, including dependencies, trade-offs, and stakeholder expectations.
• You build and validate business cases, manage budgets and timelines, and ensure initiatives deliver measurable customer impact and business value, with reporting integrated by design.

Your profile as a Customer Journey Owner :

• You hold a Master's, Bachelor's or Engineering degree with min. 5 years of relevant experience and you are Dutch or French native speaking combined with English.
• You have a hands-on, can-do mentality and are comfortable working independently and finding your own way when things aren’t fully defined.
• You are confident and open-minded with a “we say what’s what” approach.
• You have a continuous improvement and self-learning mindset and have dedication to finding new ways of working.
• You have a strong affinity with the technical side, understanding IT systems and solutions well enough to influence process efficiency and solution design and a sharp understanding of how data can be used to drive the business.
• You are able to challenge business stakeholders and teams by selecting the right technical solutions in line with strategic business objectives.

Our offer to you

At Telenet group, you get more than just an attractive gross salary. We strongly believe in results and ownership we give trust but also expect commitment and impact. 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
• Mobile phone, mobile subscription, laptop, and employee discounts
• Collective bonus and individual bonus (aligned with your performance)
• 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? 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.