Working as a Customer Experience Specialist
An interview with Jasmijn, Customer Experience Specialist at Digital Power
- Podcast
- Customer Experience
A job as a Data Analyst at Digital Power: What does this job look like in practice? What skills are required? And what kind of work will you do? Marloes talked to Jasmijn, Customer Experience Specialist, to get an idea. Listen to the Dutch podcast or read it in the article below!
Imagine: I am an interested candidate. Can you tell me more about the day-to-day work of a consultant at Digital Power?
"As a consultant working at Digital Power you fulfill a dual role. On the one hand, you work for one or more clients and deal with data issues," Jasmijn says. "On the other hand, you are also truly part of Digital Power. It is a dynamic organisation where you can continue to develop yourself with the help of colleagues, meetups and knowledge sessions. "
If you start working for a customer, what specific Customer Experience skills do you need?
Jasmijn indicates that it is important to get energy from optimising the customer journey. In addition, you need to understand what the data means and where customers exhibit a certain behaviour. "It is only when you understand why a customer makes a certain choice that you can properly respond to their needs. "
Can you tell me more about tools such as Adobe or Google Analytics and how you use these tools in your role?
"In terms of data, it is important to consult both quantitative and qualitative sources. "For example, Jasmijn works a lot with Adobe Analytics, where she can substantiate her findings with sources such as Hotjar, Visitor Recordings or Heatmaps. In addition, she also uses surveys, Net Promoter Score (NPS) data andcustomer service data. "This is how you create a 360-degree idea of your potential customer," Jasmijn expains.
Jasmijn continues: "The analytics tool is often the starting point for a CX specialist, to identify the bottlenecks. Using the other tools you get to the heart of the problem. "
To what extent are you involved in A/B testing in your role?
"A high extent! The great thing about A/B testing is that it is possible in different phases. You can, for example, use it in the preliminary research, to come up with test ideas based on data. Finally, you can use A/B testing to build the test and possibly analyse it," Jasmijn tells enthusiastically."In these different phases you can also apply other skills, like the formulation of hypotheses, static knowledge, but certainly also creativity.
To what extent are you involved in dashboarding?
"It is important to have knowledge about building dashboards, implementing them and know what insights you can get out of them. A dashboard can therefore be used to monitor numbers, but also to identify bottlenecks. Based on this, you will conduct a follow-up study and make A/B tests to optimise the customer journey. "
Why is it useful to have HTML and CSS knowledge?
Jasmijn indicates that you understand better how a website is structured. "CSS is mainly about layout and styling, HTML gives more insight into the structure of a website," Jasmijn explains."Moreover, it's useful to have these skills when you build an A/B test. This way you are less dependent on the possible limitations of the A/B testing tool."
Which project that you have completed so far are you most proud of?
The great thing about Digital Power, according to Jasmijn, is that there is a wide range of clients: from e-commerce to government to non-profit organisations. "We did a project about social listening and I found that very interesting! "
Why Digital Power?
This was an easy question for Jasmijn to answer: "Digital Power is a dynamic, young company where internal and external knowledge sharing is pivotal. You learn a lot from your colleagues and everyone is supporting one another 24/7. That is what makes Digital Power such a beautiful and fun company! "
Do you also want to become a Customer Experience Specialist? Apply to Digital Power!
Want to work as a Customer Experience Specialist at Digital Power? View our vacancy, apply and become Jasmijn's colleague!
This is the 'From data to action' podcast by Marloes de Bruin, Marketing Manager at Digital Power
What is it like to work at a fast-growing data consultancy firm? In this podcast, I interview colleagues about their work at Digital Power. I speak to data consultants with different areas of expertise, as well as staff members. What does their working week look like, what challenges do they face and what do they love about their work and our company? You can hear it in 'From data to action' podcast!
Marketing Managermarloes.debruin@digital-power.com
Receive data insights, use cases and behind-the-scenes peeks once a month?
Sign up for our email list and stay 'up to data':
You might find this interesting too
Data-driven work in a crisis organisation
Dienst Testen is a crisis organisation created during the corona pandemic. Under the banner of the Ministry of Health, Welfare and Sport (VWS), Dienst Testen ensures that everyone in the Netherlands can be tested quickly and reliably. Dienst Testen does this in collaboration with the municipal health services (GGDs) and laboratories. To quickly gain insight into the corona test figures in the Netherlands, Dienst Testen asked us and a number of other data consultancy parties to create dashboards in collaboration.
Better service with the help of data
The Municipality of Utrecht collects a lot of data from contact moments with citizens. This includes anonymous visitor behaviour on the website and online applications, but also phone calls to the Customer Contact Center, messages via webcare and physical appointments at the municipal desk.
The COVID-19 Violence Tracker
The outbreak of the corona pandemic in early 2020 has turned the world upside down. In addition to countless infections, hospitalisations and deaths, we also saw an outbreak of violence in many countries. Citizens took to the streets, sometimes violently, to protest against the measures taken, but domestic violence also increased in many places and fear and frustration played a role in racism.
Target group research for new website
The organisation Doctors of the World offers medical assistance to people in a vulnerable position. They often do not know how to find their way in the Dutch healthcare system. Doctors of the World helps them with this. One of the channels to get informed about the work of Doctors of the World is the website, which will be redesigned.
Better public services based on a research cycle
Dutch citizens living, working or studying abroad must also take care of things like renewing their passports, arranging tax issues and pension with the Dutch government. This can be something of a challenge by being far away from the Netherlands, due to fragmentation of services, time difference and different situations. In a project which lasted from 2018-2022, the Ministry of Foreign Affairs therefore worked together with 12 implementing organisations (e.g. Tax and Customs Administration and RDW) on government-wide access to public services. The service is called Netherlands Worldwide (NWW). NWW is accessible 24/7 on the website, and direct customer contact channels such as telephone, WhatsApp and email.