Customer Interaction Analytics Specialist

Cygnific; Amsterdam; Hybrid; EUR 47,000 - 61,000; Full time

Benefits offered by this job

Holiday entitlement 25 days (FT)

Hybrid working

Travel allowance or NS card

Home working allowance

Pension scheme

KLM flight discount (subject to rules)

Annual company events

Job summary

Cygnific is seeking an Interaction Analyst to turn customer interactions into actionable insights. You will manage and optimise our analytics platform, turning data into recommendations that enhance customer experience, service quality, and operational performance.

Fluency in Dutch and English is required. The role offers hybrid working in Amsterdam and a one-year contract with long-term potential, with robust benefits and travel allowances.

Qualifications

• HB0/Bachelor level working and thinking level
• 3+ years in analytics/BI or similar role
• Experience in a customer service or contact centre is a plus
• Experience with analytics tools and reporting solutions (Verint preferred)
• Strong stakeholder management and communication skills
• Fluent in Dutch and English (written and spoken)

Responsibilities

• Analyse customer interactions to identify trends, risks, and improvement opportunities
• Develop reports, dashboards, and performance insights for stakeholders
• Translate data into clear recommendations and action plans
• Collaborate with Operations, Quality, Learning & Development, Knowledge Management and clients
• Monitor impact of improvements and measure results
• Support and optimise the Verint Interaction Analytics platform
• Contribute to enhanced customer experience and operational excellence

Skills

Analytical thinking

Stakeholder management

Dutch/English fluency

Team collaboration

Education

Bachelor's/HBO level

Tools

Verint Interaction Analytics

BI/reporting tools

Job description

Cygnific is seeking an Interaction Analyst to turn customer interactions into actionable insights. You will manage and optimise our analytics platform, turning data into recommendations that enhance customer experience, service quality, and operational performance.

Fluency in Dutch and English is required. The role offers hybrid working in Amsterdam and a one-year contract with long-term potential, with robust benefits and travel allowances.