Interaction Analyst

Please note:

due to the nature of this role and stakeholders involved, near native Dutch is a requirement.

Turn customer interactions into insights that drive meaningful change.

At Cygnific, every customer interaction is an opportunity to learn and improve. As our Interaction Analyst, you'll uncover valuable insights from customer conversations and transform them into recommendations that enhance customer experience, service quality, and operational performance.

Working closely with Operations, Quality, Learning & Development, Knowledge Management and our clients, you help us make smarter, data-driven decisions that create real business impact.

Please note:

fluency in both Dutch and English is required for this role.

As our Interaction Analyst, you'll be responsible for managing and optimising our interaction analytics platform while turning customer interaction data into actionable insights.

• Analyse customer interactions to identify trends, risks, and improvement opportunities;
• Develop reports, dashboards, and performance insights for stakeholders;
• Translate complex data into clear recommendations and action plans;
• Partner with Operations, Quality, Learning & Development, Knowledge Management and clients to drive improvements;
• Monitor the impact of improvement initiatives and measure results;
• Manage and continuously improve our Verint Interaction Analytics platform
• Contribute to enhancing customer experience, service quality, and operational excellence.

You are analytical, curious, and passionate about turning data into meaningful business improvements. You enjoy working with a variety of stakeholders and know how to translate insights into action. You have affinity for the technical side of tooling.

• HBO/Bachelor working and thinking level;
• At least 3 years of experience in analytics, business intelligence, or a similar role;
• Experience with in a customer service or contact centre environment is a plus;
• Experience with analytics tools and reporting solutions, preferably Verint Interaction Analytics;
• Strong stakeholder management and communication skills;
• Excellent command of both Dutch and English, written and spoken.

This role offers a unique opportunity to connect data, technology, and customer experience. You'll have a direct impact on how we improve our services, support business decisions, and create better experiences for both customers and employees.

• A salary range between €4,200 and €5,500 gross per month (based on 40 hours per week);
• Possibility to work 32, 36 or 40 hours;
• A one-year contract with the prospect of long-term collaboration
  ;
• 25 holiday days based on full-time employment;
• Travel allowance (€0.19 per km, max. 50 km one way) or full reimbursement of public transport with an NS Business Card;
• Home working allowance of €2.45 per day;
• Holiday allowance, year-end bonus, pension scheme, bicycle plan, and the opportunity to enjoy discounted KLM flights after one year of employment (these benefits are offered at KLM's discretion and may be subject to change);
• Working from abroad (up to 3 times per year for 4 weeks, after completion of the probation period; specific rules apply);
• Training and development opportunities;
• A pleasant and inspiring (newly renovated) workplace at Westerpark, Amsterdam;
• Social events such as an annual party, Cygnific BBQ, and Friday XXL drinks;
• Start date:
  
  as soon as possible.

Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries, we provide 24/7 customer contact in more than 10 languages via phone, email, social media, and chat. We operate from the Netherlands, Curaçao, and the Philippines.

Our mission? To make every interaction unforgettable. We believe in teamwork, having fun, and helping each other grow. Diversity isn't a trend for us; it's who we are.