Customer Experience Analyst

Working as Customer Experience Analyst at Digital Power

As a Customer Experience Analyst, you will work in our Business Unit Customer Experience. In this role, you help organisations gain insight into the behaviour and needs of their customers. Next to that, you will contribute to a sustainable change for our customers by setting up processes, giving training, and organising sessions to define and align metrics. Accordingly, you are not a stranger to quantitative data, but you also feel comfortable conducting qualitative research. To achieve this, you utilise your own skill set and apply AI where it saves you time and improves your output.

As a Customer Experience Analyst, you help clients become truly customer-driven. You are a driving force behind evidence-based decision making. Asking the right questions and selecting appropriate methods within the specific client’s context are among the key elements of your job. Once you’ve applied specific methods, you answer the research questions, and translate the insights gained into action.

You will work in various multi-disciplinary teams together with colleagues from Digital Power and/or customer specialists. Every time your stakeholders wonder what their customer truly thinks and feels, they know that they can quickly turn to you for help and advice. You enjoy sharing your knowledge with your colleagues and our network. You do this in your own way, for example, by providing training or coaching junior colleagues.

In addition to your assignments, you will be part of our in-house community. Together, we learn from one another and help each other to become even better! If you feel stuck or have a question, our entire team will be there for you.

Our ambition is to be the number one Data & AI consultancy. This means that you will use AI in your regular work to make existing processes more effective and efficient. You will also look for valuable AI-applications for your customers and advise them on these.

About you

Good to know

Currently, we are only hiring candidates who are authorised to work in The Netherlands at the time of their application. We are in the process of becoming a sponsor for non-EU citizens, however, we cannot make any promises at the moment. Also, you must live in the Netherlands during your employment at Digital Power.

Passionate about data

Understanding and optimising products, customer journeys, and organisations makes you feel energised

You’re comfortable with various quantitative and qualitative research methods

Required experience

You have a research mindset; you go the extra mile to ask and answer the right questions

You’re able to determine the right method to find answers to the questions within the specific context

You easily understand, translate, and visualise abstracts concepts

You are capable of translating insights from behavioural analytics and research into action

You can create useful and actionable metrics for products, journeys, and organisations

You have 2+ years of experience as a Customer Experience Analyst

Tools

Familiar with and/or willing to learn:

Behavioural analytics tools (e.g. Google Analytics, Adobe Analytics, Amplitude Analytics)

Experience analytics tools (e.g. Hotjar, MouseFlow)

Digital research tools (e.g. Optimalworkshop, UsabilityHub, Maze)

AB Testing tools (e.g. AB Tasty, Convert, VWO, Optimizely)

Web technology (HTML/CSS/Javascript) to set up your own experiments

AI tools (Large Language Models) to achieve more efficient results for your clients

Training & Education

You preferably have a bachelor's or master's degree in Human Technology Interaction, Applied Cognitive Psychology, Human Computer Interaction, or something similar.

What else?

You are able to communicate in Dutch and English, both verbally and in writing

You value knowledge sharing

You believe that a good atmosphere at work is just as important as your role

You get a positive impression from our careers page

What we offer

We offer a starting salary of €3190 - €6780 gross per month, depending on your knowledge and experience.

Training budget and arrange your own working hours: read here about all the other things we can offer you.

How does your day look like as a Customer Experience Analyst at Digital Power?

You start your day by attending a stand-up meeting with your client's scrum team. Next, you review the data from your latest experiment and analyse the results. You discuss with your colleague how you can use these results to optimise the flow and use AI to translate your notes into a practical step-by-step plan. You decide to take a long lunch break, followed by a workout.

Later, you create a visualisation in Figjam to understand your customer by creating user flows and customer journeys. You book some time during the CX meet-up next Friday to share your progress with your colleagues at Digital Power and ask them for feedback. In the evening, you work for an extra hour to make up for the time off around lunchtime.

As long as you communicate clearly and are available for your clients and colleagues, you are free to allocate your time independently.

Each week is a combination of working on-site at customers’ premises, working from home, and, of course, fun time at one of our offices in Amsterdam or Den Bosch. Do you prefer to travel sustainably and flexibly using public transport? Great, you can do that for free, even outside of working hours and on weekends. Is a (temporary) car more convenient for you? Let’s discuss this, many options are available.

Organise your work week the way that suits you best. As long as you deliver excellent work, your clients are satisfied, and your colleagues can rely on you, we are happy and proud to have you as our colleague!