Data Analyst Customer Experience Analytics

Analyse and transform customer feedback into recommendations for our platform

How do you delight our customers?

Bol is transforming retail to make everyday life easier for 13 million customers. We do this together with 52,000 partners who enrich our platform with offerings that make customers’ hearts beat faster. Naturally, we want every step of the customer journey to be not only smooth but also memorable. That’s a great ambition, and a complex challenge. How do we steer this effectively? Part of the answer lies in tapping into our goldmine of customer data. But that’s just the beginning, because it’s equally important to share these actionable insights in a clear and accessible way. Only when we and our partners truly understand what drives our customers, and how we can exceed their expectations, will we unlock the full potential of our platform and customer relationships. In this role, you bring customer insights to life. To improve our customer experience a little more every day, you translate data into valuable recommendations.

What you’ll do as a data analyst for Customer Experience Analytics

At bol, customer happiness isn’t a bonus, it’s a KPI. That’s why it’s high on everyone’s priority list. But how do you make the entire customer experience tangible and data-driven? And how do we provide actionable insights to the business and our partners? These are questions we tackle within the Customer Experience Management team. You’ll dive into our customer journey, using your customer intuition and analytical skills to map insights and identify opportunities. Which ones align with our customer experience ambitions? Which should we prioritize? What levers should we pull?

In other words: we want to understand why customers are (dis)satisfied by identifying patterns in customer questions and Net Promoter Score (NPS) data and translating those insights into recommendations. It’s a challenge, because we’re digging through a massive amount of data: sometimes aggregation and data visualization are enough, but other times we need text-mining models to uncover deeper insights. It’s up to you to spot opportunities through data analysis and help improve the entire customer experience.

• You are the expert on our KPIs related to the entire customer experience and can identify connections with other key metrics.
• You know how to structure, document, and innovate data, using tools like BigQuery and Python (dbt).
• You prioritize and visualize improvement opportunities, which you translate into concrete actions together with your colleagues, using tools like Tableau, Looker Studio, and PowerPoint.

• You support and inspire team members to work with data themselves, and to do so more effectively.
• You take the lead on data projects and play a key role in advising stakeholders at a strategic level.

What kind of data do you work with?

• NPS & customer question data
  • Text (chat text, case notes, (open) survey answers)
  • Topic customer question (return, defect, account etc)
• Business process information
  • Partner details
  • Logistical details
  • Product details
• Department KPIs, customer data and feedback

Why you can make a difference

Because you’re a conceptually strong data analyst who enjoys working on concrete projects. Your passion lies in uncovering explanations through analysis and data visualization. We expect you to be proficient in SQL and dashboarding tools such as Looker Studio or Tableau. Additionally, it’s important that you’re eager to analyse, interpret, and model large data flows. This enables you to generate insights that not only accurately describe the past, but more importantly, serve as signposts toward a better future.

3 reasons why this is (not) for you

• - No if you prefer to be guided step-by-step and find autonomous exploration intimidating
• - No if you consider customer behaviour and feedback unimportant.
• - No if you don’t enjoy building dashboards or conducting deep-dive analyses that uncover customer insights.

• + Yes if you bring a relevant master’s degree and 4+ years of relevant work experience
• + Yes if you're well-versed in Customer Experience metrics and data-driven business process optimization
• + Yes if you can convincingly communicate insights, including potential actions and outcomes

Where you’ll land

At one of the most well-known online retail tech platforms in the Netherlands and Belgium. A platform where around 13 million customers choose from 36 million products. A platform that helps approximately 52,000 partners run their businesses. And a platform that’s never truly “finished,” because bol has been reinventing retail since 1999, and we intend to keep doing so. If something can be improved, we want to make it even better! Together with our customers, partners, and more than 2,800 colleagues. As a data analyst, you’ll work closely with other data analysts within Customer Experience Analytics, part of the Customer Experience Management team. You’ll collaborate intensively with our strategists and improvers in the CX Development team. As a team, we have many stakeholders and run a wide variety of projects, often simultaneously. 😉 The atmosphere is open, innovative, and collaborative: you may go fast alone, but together we go further.

We take pride in our B Corp certification and strive for continuous improvement every day. Our annual bonus is tied to sustainability goals, and we are committed to equality and equal opportunities for all.

Perks of having a blue heart

Your pension

Bol pays part of the basic pension and any top-up scheme.

The culture and the office

Our colleagues work hard to make the daily lives of our customers easier and more fun. But of course, we do this in an inspiring and creative environment!

Flexible working

We bring the best of both worlds together by working 50% at the office and 50% at home. This way, we find a balance between organisational and individual needs.