Interaction Analyst

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

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.

What will you do?

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

You will:

• 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.

Who are you?

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.

You also bring:

• HBO/Bachelor working and thinking level;

• At least 3 years of experience in analytics, business intelligence, or a similar role;

• Experience within 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.

Why this role?

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.

What do we offer you?

• 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;

• Hybrid working;

• 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.

About Cygnific

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.

Ready to make an impact?