As Data Analyst, you are the link between data and decision-making within Operations. You provide insight into service performance, develop robust SLAs and KPIs and ensure that dashboards and reports are not only accurate but also actually used.
You monitor and optimise our SLA performance, translate operational data into clear management information and introduce XLAs across the organisation. You delve into customer satisfaction (CSAT) and customer loyalty (NPS), identify relationships between operational performance and customer experience and advise management and operational teams on what is needed to keep customers genuinely satisfied. You are responsible for the customer satisfaction reports and the improvement plans that result from them.
In addition, you analyse customer data and usage trends, identify risks and opportunities before they become problems and build dashboards that create value for both internal and external stakeholders. You will drive our transition to Power BI further and utilise AI tools to generate actionable insights more efficiently.
You work closely with Customer Support, Customer Onboarding and Sales, while regularly collaborating with Product Management, Implementation, and OR&S. You will report directly to the COO.
At Intersolve, we develop and manage solutions for gift cards, loyalty programmes, e-vouchers, wallets and social payment solutions. Our platform connects more than 800 partners, such as bol, VVV, HEMA and Hunkemöller and supports millions of transactions every day. Connection is central to everything we do: we bring partners, retailers and systems together with smart technology.
Our head office is located in Woudenberg, where more than 90 colleagues work. With our presence in London, we continue to build on our international growth. As an Electronic Money Institution (EMI), supervised by the Dutch Central Bank, we operate in a highly regulated environment where reliability and financial control are essential.
- At least 4 years’ experience in service delivery, service performance, customer operations, business or data analysis, or a similar field
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Experience with SLAs, KPIs, dashboards and management reports
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Proficiency with Power BI or similar reporting tools
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Affinity with IT, SaaS, fintech or another data-driven environment
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Strong analytical skills and a data-driven approach to decision-making
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Knowledge of service management and ITIL processes
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Experience with stakeholder management at operational, tactical and strategic levels
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Interest in AI solutions and process automation
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Fluent in Dutch and English, both written and spoken
You are highly analytical and customer-focused, communicate easily with a wide range of stakeholders and are not afraid to be critical whilst remaining constructive. You work in a structured manner, continuously seek opportunities for improvement and take ownership of what you are working on.
You will join an organisation where data truly matters, in a sector that is constantly evolving. You will have the opportunity to take SLAs and KPIs to the next level and use Power BI and AI tools to make a real impact on how we manage quality and customer satisfaction. You will work alongside colleagues who value reliability as much as they value progress, in an organisation regulated by the Dutch Central Bank and which therefore understands the importance of reliability.
In addition:
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A salary between €5,000 and €6,000 per month on a full-time basis, depending on knowledge and experience
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27 days’ holiday, profit-sharing scheme, pension scheme and a laptop
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Hybrid working and flexibility in your weekly schedule
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A modern working environment with facilities such as ergonomic working, free parking, fruit and sports benefits
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Training opportunities and unlimited access to our e-learning platform
This is what the application process looks like
After you apply, we review whether your experience matches the role. If there is a match, Jorn will get in touch with you. If the initial conversation goes well, we will schedule a first interview. If we are both still enthusiastic afterwards, a second interview will follow. If there is a strong match on both sides, we will make you an offer. We ask for a Certificate of Conduct (VOG), check references and may carry out a (social media) screening. Details of candidates who are not selected will be deleted.
