Customer Experience Analyst
€3,800 - €4,200 per month
Key Skills
Job Description
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.
Core Responsibilities
The Customer Experience Analyst will manage the NPS program, analyze customer feedback, and translate insights into actionable initiatives to improve satisfaction. They will collaborate with operations and care teams to reduce friction and promote a customer-centric culture.
Requirements
Candidates should have experience in customer experience or research roles, along with advanced SQL and Power BI skills. A bachelor's degree in a quantitative field is preferred, and excellent English communication skills are required.
Benefits
- Pension plan
- 25 vacation days
- Travel allowance
- Hybrid work setting
About Verisure
Industry: Consumer Services
Company size: 10,001+ employees
Verisure is the global leader in professionally monitored security services by customers served, with a market-leading presence across Europe and Latin America. Supported by more than 30,000 colleagues, we use leading technology every day to protect ~6.2 million families and small businesses across 18 countries. A strong focus on quality and service means our customers are among the most satisfied in the industry. GROWTH Founded in Sweden in 1988, Verisure has grown steadily to become the leading security provider across Europe and Latin America, with operations today spanning 18 countries. We have delivered consistent growth every year since our inception, across customer portfolio, revenue, and profitability. Over the past decade, 95% of our growth has been organic. We pursue mergers and acquisitions selectively and strategically, in line with our strong organic growth capabilities and our focus on quality intake. Our 2025 acquisition of ADT Mexico was one such exceptional M&A opportunity, enabling us to accelerate our entry into a large and attractive geography while staying true to our high-quality growth principles. INNOVATION Technology is at the core of what we do, enabling us to offer end-to-end protection through deterrence, detection, verification, and intervention. Our technology organisation, approximately 1,800 colleagues, is fully vertically integrated, working across the entire product lifecycle – from software architecture and hardware development to full deployment and end-user experience. PEOPLE Verisure people are fundamental to the service we provide. Every day, more than 30,000 colleagues bring our purpose to life. From our teams in direct contact with customers to our rapid-response colleagues acting quickly in critical situations, and our back-office teams enabling seamless service and operations, they differentiate our business by living and role-modelling our unique DNA.