Customer Experience Analyst

Customer Experience Analyst

About the Role

The Customer Experience Analyst is responsible for improving customer satisfaction and loyalty across the entire customer journey. This role will own the Net Promoter Score (NPS) strategy, ensuring feedback is properly collected, analyzed, shared, and turned into actionable initiatives that reduce friction and increase promoters. This role will be part of the Customer Experience team.

Main Responsibilities:

NPS Management
- Manage and optimize the full NPS program (relationship & transactional).
- Design and maintain NPS surveys across key customer touchpoints.
- Monitor NPS results daily/weekly/monthly and identify trends and root causes.
- Ensure customer feedback is categorized and routed to the correct team for follow-up.

Customer Insights & Data Analysis
- Analyze qualitative and quantitative feedback to identify recurring pain points and opportunities.
- Measure the impact of CX initiatives on NPS performance over time.
- Extract, clean, and validate customer experience datasets using SQL to support analysis and reporting.
- Build and maintain Power BI dashboards and reports for leadership, translating insights into clear recommendations.
- Converting data into understandable information for operational teams.

Internal Collaboration & CX improvement
- Work closely with Operations teams to escalate issues affecting customer satisfaction.
- Support teams with guidance on solving recurring customer frustrations.
- Collaborate with Customer Care to ensure timely and high-quality responses to detractors.
- Propose new processes, training, or product enhancements based on NPS findings.

- Build and track action plans to reduce detractors and convert passives into promoters.

Communication
- Present NPS updates and insights to management and key stakeholders.
- Promote a customer-centric culture across the company through workshops and best practices.

Required Skills & Experience
- Experience with customer experience, customer success, customer research or similar roles.
- Strong analytical skills and ability to work with customer feedback data.
- Clear communication skills, both written and verbal.
- Ability to manage cross-functional projects.
- Problem-solving mindset and customer-centric approach.
- Advanced SQL skills (joins, aggregations, data validation; ability to create analysis-ready datasets).
- Power BI proficiency (data modeling, DAX measures/KPIs, dashboard design).
- You have obtained a bachelor degree, preferable in a quantitative field.  
- Excellent English language skills, Dutch is a plus

Nice to Have
- Experience in subscription-based or service-oriented companies.
- Experience working with survey platforms.
- Strong analytical skills and ability to work with customer feedback and operational data.

Location:
- Preferably seeking candidates who are already located in the Netherlands (Amsterdam area).
 

We offer

- An opportunity to significantly enhance our performance, leading to a substantial impact in the overall business.
- The successful candidate will have ample opportunities for personal and professional growth, with access to a wealth of data and state-of-the-art analytical platforms, allowing them to explore, experiment, and dive deep into data analysis tasks.
- The monthly salary range for this position is €3.800,- – €4.200,- and will be determined based on the candidate's qualifications and experience.
- Pension plan
- 25 vacation days
- Travel allowance
- Possibility to work from home in a hybrid-setting
 

About Verisure  

Verisure has been based in the Netherlands since 2018 and employs around 700 people. At Verisure, we believe that everyone has the right to feel safe and secure. We provide an all-in-one security solution for families and small businesses, featuring innovative products developed in-house. We take full care of every step — from advice and placement to maintenance and alarm monitoring. Verisure is the market leader in security services in Europe and Latin America, protecting 5.8 million people in 17 countries with 35 years of insight, experience, and innovation. 

We value being a true reflection of the communities and customers we protect and support around the world. Diversity, equity, inclusion, and belonging (DEIB) are essential parts of who we are. They are firmly embedded in our operations and in our ESG strategy. Everyone with a Certificate of Conduct (VOG), and where required a Security Declaration (VVB), is welcome at our company. We provide equal opportunities for all employees to develop their talents and are committed to fostering an open, safe, and inclusive working environment.