Job Description

Working in the Customer Experience Team

As a Team Manager Customer Experience, you join the CVP & CX cluster within the Business Solutions Tribe. The cluster shapes the customer value proposition for Business Solutions and sets the ambition for the Customer Experience we want to offer. Within the cluster, the CX Team sets the strategic direction for customer journeys and user experience, makes sure customer feedback and performance actually influence decisions and runs the improvement initiatives that turn ambition into something customers can feel.

You report to the Director CVP & CX and work closely with senior stakeholders in Product & Journey, Commercial, Delivery & Services and Operations. You help shape priorities and trade-offs at tribe and cluster level and make sure customer impact is genuinely part of the conversation when business decisions are made.

It is a fast-moving environment. Priorities shift, stakeholders pull in different directions, and decisions often have to be made without the full picture. You bring clarity, focus and a steady drive to deliver real impact for customers.

Your responsibilities as a Team Manager Customer Experience

• CX vision & strategy - You define and own the CX vision and strategy for Business Solutions. You translate business priorities into CX direction, position CX as a driver of business value, and defend it at leadership level.
• CX improvement program - You define and steer a structured improvement program aimed at significantly improving customer experience in the short and mid term. You prioritise based on KPIs, feedback and journey performance, negotiate commitment from Product, Commercial, Delivery & Services and Operations, and escalate when progress stalls.
• People leadership - You lead a multidisciplinary CX team, set priorities and focus, allocate capacity, and build a capability that is credible and sought after.
• CX governance mandate - You define what CX governance must achieve — customer impact in decisions, feedback driving improvement, journeys as management instruments, CX embedded in performance systems. You set expectations and intervene where governance is not landing.
• Authority and decision rights - You decide on CX priorities, focus areas and trade-offs. You define the CX position in cross-functional conflicts. You set the bar for CX governance and you ensure customer impact is explicitly weighed in decisions.

Our Ideal Team Manager Customer Experience

• Strategic CX leadership combined with operating model and transformation experience
• Master degree (or equivalent) and 8+ years in CX, strategy or transformation in complex B2B environments, minimum 3 years in a leadership role.
• You are the face of CX towards leadership, tribe leads and senior stakeholders. You are able to build coalitions, negotiate priorities and manage the tension between customer ambition and organisational reality.
• Strong conceptual thinker - you are comfortable with ambiguity, able to set direction without complete information.
• Decisive - you take positions, make trade-offs and stand behind them.
• Lead through influence and credibility across Product, Commercial, Delivery & Services and Operations.
• Strong communicator at leadership level — able to build narratives and convince senior stakeholders.
• People leadership maturity — coaching and challenging a senior, multidisciplinary team.

• Fluent in Dutch and English, spoken and written.

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 fora company car or alternative mobility solutions
• Meal vouchers and eco vouchers
• Telework allowance or net expense allowance
• 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 as a Team Manager Customer Experience? 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.