Interaction Analyst

Cygnific B.V; Amsterdam; On-site; EUR 47,000 - 61,000; Full time

Benefits offered by this job

Travel allowance

Home working allowance

Holiday allowance

Pension scheme

Bicycle plan

Discounted KLM flights

NS Business Card

Job summary

Cygnific B.V in Amsterdam is hiring an Interaction Analyst to turn customer conversations into actionable insights that improve customer experience and service performance. You will manage the Verint analytics platform and deliver data-driven recommendations across operations and clients.

The role requires near-native Dutch, fluency in English, and at least 3 years in analytics or BI. You will collaborate with multiple teams to drive improvements and measurable impact.

Qualifications

• At least 3 years of experience in analytics, BI, or a similar role.
• Fluent in Dutch and English, written and spoken.
• Experience with analytics tools and reporting solutions, preferably Verint Interaction Analytics.
• Experience in a customer service or contact centre environment is a plus.
• Excellent stakeholder management and communication skills.

Responsibilities

• 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.

Skills

Analytical mindset

Stakeholder management

Verint Analytics

Data storytelling

BI reporting

Education

Bachelor's degree or higher

Tools

Verint Interaction Analytics

Job description

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.

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;
• 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.