Freelance Data Analist (ZZP)

• Motivation regarding the requirements is mandatory

We believe in innovation, growth, and freedom. As a dynamic company, we want to offer our customers the best retail experience by placing data at the center of our operations. If you are looking for a fast-changing environment where you can make immediate and big impact using business intelligence, reporting, statistical analysis and machine learning, then this job is for you! In our team, we believe in clear ownership & responsibility. The Data Analyst Customer Care & Experience role includes:

Data Collection & Management:

• Gather (raw) data from various customer touchpoints (e.g., call centers, chatbots, email, social media).

• Implement data pipelines to automate data collection.

• Ensure data quality and integrity through cleaning and validation processes.

Customer Journey Mapping: Analyze and visualize customer interactions across various channels.

• Use analytics tools to map out customer journeys.

• Identify pain points and gain points within the customer experience.

• Collaborate with different stakeholders (e.g. eCommerce) to refine touchpoints based on insights.

Performance Analytics: Monitor and evaluate the performance of customer-related operations.

• Develop Key Performance Indicators (KPIs) to measure customer experience & service incl NPS, call center efficiency, response times on tickets, and resolution rates using dashboards & reporting (PowerBI).

• Conduct root cause analysis to identify factors impacting customer experience performance.

• Provide & present actionable insights to teams and management

• Continuous Improvement:  Drive ongoing improvement in customer care through data insights.

• Recommend process improvements based on data analysis.

• Keep up-to-date with the latest data analytics trends and technologies to enhance customer care.

You are a builder. You love to set-up new ways of working, data pipeline & data projects and to embed those in the daily operations of the team. You get energy from seeing your colleagues use data products & you are an eager learner. You understand that the customer is at the heart of all our operations and you enjoy working closely with other departments to support our customers.

For the practical requirements, we also expect:

• +2 years of experience in a Data Analytics role, preferably with a strong link to operations.

• Bachelor’s degree in the area of economics, IT, or technology-related field.

• Experienced in PowerBI, SQL and Excel.

• Experience in Python and/or R is a plus.

• Fluent in English. Dutch & French is a plus.